Team Leader

De peste 70 de ani, ManpowerGroup reprezinta puntea de legatura intre milioane de persoane si piata muncii, prin brandurile sale Manpower, Experis, ManpowerGroup Solutions si Right Management. Compania este prezenta pe piata din Romania din 2003, iar in acesti ani peste 400 de clienti si zeci de mii de candidati au avut incredere in noi pentru a le oferi flexibilitatea, agilitatea, talentele, competentele si oportunitatile de care au nevoie. Indiferent daca va aflati la inceput de drum, sau sunteti profesionisti experimentati, brandurile ManpowerGroup va pot oferi oportunitatile potrivite de a va dezvolta, a dobandi noi abilitati si competente, a fi expusi la proiecte pline de provocari si a creste profesional.

12 months’ team leading experience in a contact centre environment, where motivating and coaching staff was a significant feature of the role.
A further 12 months’ experience of customer services.
Coaching and mentoring skills, aware of principles, practices and limitations and able to use and train others in their appropriate use.
A proven track record of leading teams to meet or exceed targets and KPIs.
Ideally you will be educated to A Level standard, baccalaureate or university entrance standard. Applications from graduates would be particularly welcome.
Business level English and one of the followings : Polish, Bulgarian, Portuguese, Finish, Slovenian, Greek, Hungarian, Slovak, Czech.
Able to work a fully flexible 24/7 pattern, including nights, weekends and public holidays.
Confident PC/phone user.
Able to quickly develop rapport with customers and emergency services over the phone.
A drive for excellent customer service.
The sensitivity and professionalism to effectively manage pressurised situations.

Manage, develop and motivate a team of 10-15 advisors to provide a quality advisory and emergency service to OnStar subscribers
Lead and develop team members in way that creates an engaged and values driven environment for our staff.
To lead and support team members in terms of process and product knowledge and efficiency and escalate areas of inefficiency and improvement to the Team Manager.
To deliver and meet individual and company quality standard by driving performance through training, feedback and coaching.
Listen to calls and score according to agreed metrics and use as the basis for feedback to team members for both reward and development
Provide verbal/written feedback on performance through the performance appraisal system.
Provide 1-2-1 support to team members engaged with emergency calls and be willing and able to take control if required.
Manage the case management process for resolving operational issues.