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

Minimum 1 year experience in management; previous work experience as Supervisor in Call Center business preferred
Excellent knowledge of German language,good knowledge of English language
Experience and knowledge of business highly preferred
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 analyze industry metrics; identify drivers and possible impact related to customer and market interactions on individual/team level plans
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
Enhance the goal of quality support by providing individual coaching feedback sessions and weekly one on ones that focus on improving customer satisfaction, communication skills and technical ability
Communicate performance related indicators into the team and back to the Management
Responsible for aligned [Quality and operational KPIs] instructions and communications to their 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 clientfacing 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 rewards and additional performance based bonuses
Annual fixed bonuses
Full private medical insurance & discounted prices for the dependents of the employee
Child birth support
Online library access for passionate book readers
Health & Nutrition: Health and wellness services at the office
Various discounts for gym classes & other recreational activities
Free development training, for both personal and professional purpose, via our E-Learning platform
Multicultural and enthusiastic work environment
Access to the company’s cultural events including well-known festivals in Romania