Cluster Lead with French – Bucharest (hybrid)

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Angajator: CTP Group
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 26.12.2022
    Remote work: On-site
    Scurta descriere a companiei

    Atragem, identificam și selectăm cel mai potrivit candidat.

    CTP Group oferă soluții de recrutare, oferind clienților săi servicii personalizate în funcție de specificul activității.
    CTP Group a fost infiintata in anul 2009 pentru a oferi soluții care să permită companiilor din Romania să aibă acces la cei mai potriviți candidați din industria automotive, cea a serviciilor, precum si companii implicate in productie de serie, industria electronica, cosmetice, FMGC si industria maselor plastice.

    Cerinte

    For our client, a BPO company located in Bucharest (Petrache Poenaru), we are looking for a Cluster Lead with French.

    As a Cluster Leader, you will manage a team of up to 12 Agents aiming for top customer service delivery on multiple channels – email, voice, and chat. The overall goal is to ensure our team is knowledgeable and delivers top customer service in an accurate and constant manner. You will be the leader offering support, guidance, and day-to-day management to your team, as well as being a role model.

    - Fluent in French (written and spoken) and solid English knowledge
    - Strong people and team management skills
    - Good technical skills/knowledge
    - Able to work in changing environments, where flexibility and quick adaptation are key to success
    - Independent, problem solver and customer focused

    Responsabilitati

    - Team coordination in a contact center focused on delivering high-quality customer support for smart devices
    - Lead team(s) of up to 12 Contact Center representatives
    - Ensuring that the project assigned to you is functioning as per client expectations, meeting SLAs
    - Coaching a group of agents, leading by example, helping them to perform as a team
    - Manage effectively by operational KPIs whilst playing as a leader focused also on your team's human potential and needs
    - Interact with the client and management team, share performance improvement/process priorities proposals

    Alte informatii

    Schedule
    - 40 hours/week, Monday-Friday, 10:00 - 19:00
    - 4 days from the office + 1 day WFH