HR CONTACT CENTER TEAM LEAD WITH GERMAN, Location: Romania

Sales Consulting activates on the HR market since 1998, having a national coverage in several areas of expertise: recruiting and selection assessment center HR market mapping/due diligence projects, personnel leasing, payroll.

Sales Consulting has 2 fully operational branches: Cluj-Napoca (also the head-office) and Bucharest.
We are developing various projects (Recruitment, Training and Consultancy) in some of the most varied type of industries:
- AUTOMOTIVE/PRODUCTION/ENGINEERING (Specialists and Middle & Top Management positions)
- OUTSOURCING (BPO/SSC/CC)
- IT & C (C++, C#, .NET, Java, Linux etc)
- FMCG (sales & purchasing positions; all levels)
- PHARMA (all levels)

― Advanced level of German & English;
― Demonstrated expertise in process area;
― Coaching/mentoring skills;
― Demonstrated issue management/problem solving skills;
― Discretion, professionalism, confidentiality and judgment;
― Strong customer service skills;
― Strong organization skills, attention to detail and follow through to resolve any outstanding issues;
― Strong time management skills;
― Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.

― Interpret day-to-day business objectives and prepare/execute operational practices/work
programs. Ensure proper execution of processes by team;
― Review all incoming work for clarity, provide clear work directions, e.g., receive requests for
assistance from the field, determine level of assistance required and respond appropriately;
― May perform data entry or other client related tasks in various systems, as required;
― Demonstrate expert knowledge of processes and related systems to effectively perform
responsibilities;
― May make decisions about the day-to-day operation of the group, including management of
work assignments and information between shifts as well as approach regarding workload,
equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet
deadlines, e.g., overtime, evening and weekend hours;
― Manage workloads to ensure even distribution of responsibilities and provide development
opportunities, when available, with assistance from direct manager;
― Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data
entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and
consistency;
― Identify and assist with development of support materials for team use, e.g., training manuals,
job aids, and views in databases;
― Ensure completion of time and expense reports for self and team members per policies.
Maintain accurate records for chargeable time to client projects;
― Prepare, analyze and interpret complex reports/information and formulate conclusions;
― Ensure that all of the client responsibilities occur in accordance with the Statement of Work and
Service Level Agreement with client(s) ;
― Act as technical and functional resource and Subject Matter Expert for team members, peers
and/or clients as assigned;
― May be accountable for ongoing management of effective client service relationship in one area
of the business, by acting as main point of contact for senior client representatives.


Value Creator:
― Anticipate, identify, and assess complex issues/problems. Develop and implement a
corresponding plan of action to bring the situation to resolution. Communicate changes to direct
manager and assist other team leads with resolutions, as needed;
― Identify, document, and review opportunities for team improvement in
procedures/processes/standards to gain cost-effectiveness and efficiency; provide cost
estimates and execute implementation of improvements required to direct work within clear budgetary guidelines;
― Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs;
― Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables;
― Assist with providing operational statistics and escalate operational issues to direct manager.

People Developer:
― Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content;
― Create annual team objectives with direct manager approval. Monitor and coach team to meet objectives;
― Prepares, coordinates and conducts performance appraisals, and counsels employees on career and performance/disciplinary issues;
― May participate, either voluntarily or through direct manager’s request, on task forces, process teams, committees and special projects.

Only eligible candidates will be contacted. Thank you for your understanding!