Team Manager German - Brasov

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Angajator: Arvato Services
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Brasov
  • Actualizat la: 20.07.2017
    Scurta descriere a companiei

    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.

    Cerinte

    • Fluency in German, good knowledge of English
    • Minimum 1 year experience in management (preferably, in a call centre business)
    • Strong leadership skills
    • Proficient knowledge of business related processes and procedures
    • Good understanding of quality and operational KPIs
    • Ability to transfer quality and ops related KPIs into team/ individual targets and detailed actions
    • Ability to analyse industry metrics
    • Excellent communication and presentation skills
    • Strong organizational, time management and prioritization skills
    • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).

    Responsabilitati

    • Disciplinary responsibility of a team of customer service representatives
    • Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/development
    • Communicate performance related indicators to the team and back to the Management
    • Responsible for aligned [Quality and operational KPIs] instructions and communications to the team
    • Operational responsibility re/ managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc.)
    • Handle client queries (calls, mails and chats)
    • Provide administrative support, driving regular meetings with the team
    • Maintain permanent communication with the client (all client facing department/teams
    • Provide regular KPI reports based on the business requirements
    • Ensure compliance with company regulations with regards to Data Security and Protection Standards.

    Alte informatii

    Our offer
    • Attractive salary package
    • Working in a young motivated team
    • Personal and professional development
    • Working environment at international standards

    Only the selected candidates will be contacted for further interviews.

    The position is available in Brasov.