Team Manager — German - Brasov
Arvato is a wholly-owned subsidiary of Bertelsmann AG and since the opening in Romania in 2010, the company has grown fast now having sites in Brasov, Sibiu and Cluj-Napoca where they offer support in the following areas: High Tech, Gaming, E-commerce, Automotive, Finance, Hardware, Software, Sales and Travel in more than 14 foreign languages.
Arvato is a leading European BPO provider. Over 70,000 employees design and produce customized solutions for business customers from all over the world, covering a wide range of business processes along integrated service chains.
â€¢ Fluency in German, good knowledge of English
â€¢ Minimum 1 year experience in management (preferably, in a call centre business)
â€¢ Strong leadership skills
â€¢ Proficient knowledge of business related processes and procedures
â€¢ Good understanding of quality and operational KPIs
â€¢ Ability to transfer quality and ops related KPIs into team/ individual targets and detailed actions
â€¢ Ability to analyse industry metrics
â€¢ Excellent communication and presentation skills
â€¢ Strong organizational, time management and prioritization skills
â€¢ Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
â€¢ Disciplinary responsibility of a team of customer service representatives
â€¢ Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/development
â€¢ Communicate performance related indicators to the team and back to the Management
â€¢ Responsible for aligned [Quality and operational KPIs] instructions and communications to the team
â€¢ Operational responsibility re/ managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc.)
â€¢ Handle client queries (calls, mails and chats)
â€¢ Provide administrative support, driving regular meetings with the team
â€¢ Maintain permanent communication with the client (all client facing department/teams
â€¢ Provide regular KPI reports based on the business requirements
â€¢ Ensure compliance with company regulations with regards to Data Security and Protection Standards.
â€¢ Attractive salary package
â€¢ Working in a young motivated team
â€¢ Personal and professional development
â€¢ Working environment at international standards
Only the selected candidates will be contacted for further interviews.
The position is available in Brasov.