Customer Support Team Leader

With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

- A bachelor degree;
- Fluent in English;
- Experience managing customer or technical support teams;
- Experience of managing multilingual/bilingual teams and/or in an outsourced environment would be a distinct advantage;
- First rate organisational skills including the ability to prioritise and delegate effectively;
- Excellent communication skills;
- Good technical and analytical skills;
- Excellent leadership skills;
- Passion for video games;

- Manage a team of up to 20 Customer Support Representatives;
- Oversee the delivery of customer support for a specific client whose service will be delivered through email channels;
- Coach and train Customer Support Representatives to ensure a first class customer experience;
- Contact quality monitoring;
- Take an active role in planning for game release peaks in volume;
- Set KPIs and development plans;
- Deal with escalated customer issues;

JOB CODE : 250117AI