Team Manager — German - Brasov

Majorel este unul dintre principalii furnizori de BPO din întreaga lume. Compania are peste 48.000 de angajați în 28 de țări din întreaga lume, având poziția de lider de piață în Europa, Orientul Mijlociu și Africa, Asia și America. Majorel proiectează și produce soluții personalizate pentru diferite tipuri de business-uri, acoperind o gamă largă de procese comerciale prin oferirea de servicii integrate

• 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).

• 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.

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.