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: 13.02.2018
    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

    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)

    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
    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

    Alte informatii

    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