Call Center Manager

UPA Solutions este o companie ce oferă o gamă largă de servicii printre care furnizarea de servicii de recrutare, selecție de personal și formare profesională. Compania aflată în continuă dezvoltare are în prezent un număr de peste 25 colaboratori în patru centre de contact, Bucureşti, Botoşani, Brăila şi Alba Iulia, urmând să deschidă în perioada următoare, noi puncte de lucru. Expertiza echipei din cadrul UPA Solutions în domeniul serviciilor de resurse umane permite companiei noastre să asigure servicii de calitate alături de garanția identificării candidaților potriviți dinamicii companiilor-client. Pentru mai multe informatii vizitati site-ul: www.upasolutions.ro

- People skills;
- Communication & Influencing skills;
- Adherence to Company values;
- Coaching skills;
- Conflict resolution and problem solving;
- Delegation / follow up;
- Accurate, methodical with detail orientation
- Customer centricity;
- Prioritizing & organizing skills;
- Effective time management;
- Presentation skills;
- Medium proficiency in English
- Proficiency in MS office applications

- Responsible for achieving team SLA’s (Service Level Agreement);
- Understands and captures customer baseline data around SLAs and operational metrics transition;
- Ensures daily reporting for productivity;
- Manages daily work allocation;
- Coordinates team schedule and leave planning;
- Ensures adherence to break timings by their teams;
- Conduct one on ones on monthly basis, quarterly, midyear and yearly appraisals;
- Develops and maintains Incentive program for Team members.
- Ensures quality targets laid out are met for the processes owned;
- Provides feedback to each team member to ensure adherence to quality requirements;
- Identifies areas for improvement in processes & informs the management to obtain approval to implement change
- Ensures Training Needs Identification (TNI) is done regularly for all team members;
- Ensures Training schedules are followed and delivered
- Ensures Reward /Recognition for top performers and significant contributors;
- Motivates and builds the skills of the team;
- Encourages and Drives Team activities ;
- Builds relationships within his team;
- Expands team members capability on KPI (Key Performance Indicators), metrics tracked for performance management.

- Attractive salary package
- Professional development opportunities.
- Medical insurance;
- The diversity of the projects;
- Multicultural working environment.