Team Leader Call Center

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Angajator: ManpowerGroup Romania
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Job la nivel national
    Actualizat la: 22.06.2018
    Remote work: On-site
    Scurta descriere a companiei

    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.

    Cerinte

    12 months’ team leading experience in a contact center environment, a further 12 months’ experience of customer services.
    Coaching and mentoring skills, aware of principles, practices and limitations and be able to use and train others in their appropriate use.
    A proven track record of leading teams to meet or exceed targets and KPIs.
    Have business level English and one of other languages from: Polish, Bulgarian, Finnish, Slovenian, Slovak, Greek, Hungarian, Czech.
    This role involves the use of PC advanced telephony work, and you must be a confident user of both.
    Have an ability to quickly develop a rapport with our customers, emergency services over the phone.
    The sensitivity and professionalism to effectively manage pressurised situations.
    Effective interpersonal and presentation skills, both orally and in writing.
    You must be able to adapt to a fast-changing environment and be able to work at pace and efficiently.
    Demonstrates an 'action focus' approach to complete tasks and projects and be able to thrive on working to tight deadlines and under pressure.
    Exercises good judgement by making sound and well-informed decisions based upon a mixture of analysis, knowledge and experience.
    Numerate analytical skills, able to justify and back up proposals with facts.
    Able use Word, PowerPoint and Excel to intermediate level

    Responsabilitati

    As a Team Leader, your primary role will be to coach and support your team members to deliver high quality customer services for inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident. To helping drivers, find their way to an important meeting or their holiday destination. To do this you will be trained to use some of the most advanced technology available today.
    Manage, develop and motivate a team of 10-15 advisors to provide a quality advisory and emergency service to subscribers.
    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 an emergency calls and be willing and able to take control if required.
    Manage the case management process for resolving operational issues

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