Team Manager BPO-call center

Employer: Ascensos Contact Centre
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 27.11.2021
    Short company description

    Ascensos is an innovative customer care outsourcing specialist. We offer multichannel customer contact solutions across both traditional and digital channels.

    Requirements

    We’re looking for people managers who value a good work ethic and developing people, coaching and evaluating performance while also maintaining a high SLA and ensuring KPI and procedure adherence
    Our client is the world’s largest American diversified company. It is one of the Fortune 500 companies, and among the largest of its kind on the list.
    The company manufactures and markets renowned brands of home appliances, for kitchen and self care, but also garden care and pet care products.
    Your team will offer top customer experience and service for order, billing and payment processes
    At Ascensos you have the opportunity to become part of a growing, sprowling company, filled with opportunities for you to take advantage of: training programs, internal recruitment for middle management and administrative departments
    This role requires a leader who can demonstrate the below:
    • Bachelors degree or High school diploma
    • 2 years experience as team leader/supervisor/team manager in call center-BPO industry, coordinating large teams 10-20 people
    • Advanced /Native level of English
    • Strong command of Ms Office
    • Excellent communication skills
    • Solution and problem solving oriented
    • Having always a proactive rather than a reactive approach
    • People oriented as well as analytical/critical thinking
    • Be a good risk assessor
    • Impeccable attitude – you currently are a role model for your colleagues
    • You are kind and fair however assertive when needed
    • Available to work in shifts and in weekends by rotation
    • Being comfortable to work from the office as well as from home

    Responsibilities

    Your main tasks and duties will include, but are not limited to the below:
    Some of your main responsibilities/tasks would be:
    • Monitoring the team’s performance
    • Assisting the team by performing the tasks with them
    • Helping with training and development
    • Performing interviews for potential new hires
    • Reporting to senior management / personnel when required
    • Participating in internal and external meetings when needed
    • Performing weekly/monthly sessions (1-2-1s, coaching, feedback)
    • One step ahead: make sure that your colleagues have what they need (tools and procedures)
    • Maintaining project KPIs in target
    • Completing paperwork (yes, there’s always admin work to do)
    • The first 6 weeks of activity are at the office (Piata Muncii), after that a mix between work at the office and work from home
    • The schedule: Monday-Sunday 10:00-19:00 with the possibility to include other shifts in the future
    What We offer:

    Lots of growth possibilities (more than 90% of advancement & promotions come from internal resources).
    Attractive salary
    Other benefits:
    -meal tickets after probation period
    -medical subscription after 6 months
    - extra vacation day for your birthday and duvet day;
    -Vacation days which progress with your seniority
    Stable job, as we are a growing company in spite of the pandemics
    Modern office located in an easy-to-reach area with relaxation spaces dedicated to employees

    Descrierea companiei
    About Ascensos Contact Centres: Ascensos is an innovative customer care outsourcing specialist. We offer multichannel customer contact solutions across both traditional and digital channels. Whether it be by telephone, email, live chat or social media, we take pride in delivering a seamless and personalised customer experience each time we talk to our clients’ customers. And we deliver great customer service. The sort that makes people talk about a brand. That turns indifference into delight. And customers into advocates. Ascensos is built on our belief that not all contact centres need be the same. We are owner managed, quality focused and agile, offering our clients a clear unfair advantage. We adopt leading edge contact centre technology to ensure first-class security. And we’re proactive when it comes to creating innovative value-added solutions for our clients. Mission: For us it’s all about loving what you do. Delivering with a ‘personal touch’ is truly important to us.