Détails du poste

REQUIREMENTS:

Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience,
Near Native understanding and communication (written and spoken) skills in English (all escalation communication is in English),
Minimum of 4 years customer service experience,
Minimum of 2 years managing operations in a call center environment,
Experience in a leadership role in a large customer service setting,
Understanding of general business acumen, including reporting and analysis, presentation skills, and organizational abilities,
Proven ability to manage people, processes, and technology,
Demonstrated success managing new initiatives while meeting operating and budgetary requirements,
A strategic thinker and tactical implementer,
Posses senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements,
Demonstrated experience coaching and developing individuals,
The ability to influence and motivate others,
Strong technical, project management, implementation and process improvement skills.

RESPONSIBILITIES:

Lead, manage and develop supervisors through interactions and motivation
Foster a culture of team spirit and hospitality
Highly visible and accessible to team via floor presence
Perform supervisor duties as required
Take care of administrative supervisor related functions
Effectively manage attendance/absenteeism
Attrition risk management (alert, communicate and mitigate any potential risk)
Manage and deliver operational results in accordance with service delivery scorecard
Prepare daily/weekly/monthly reports and distribute
Recognize and advance Talent
Drive the selection process for team members
Own the end-to-end employee lifecycle for those assigned
Drive process improvement by recognizing, communicating and acting on opportunities
Effectively and efficiently manage resources to optimize operational results
Make decisions based on full awareness on direct operational cost and revenue implications
Align and collaborate with other functional areas (WFM, Quality, L&D, HR)
Ensure stakeholder communication and/or management
Evaluate daily key performance indicators and develop improvement needs
Coordinates with the Site Manager to interface with client and handle account management issues
Conduct performance appraisals for direct reports
Establishes performance objectives for supervisors and direct reports
Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees
Demonstrate sound judgment and fairness when administering policies and proceduresDescrierea companiei

Majorel designs, delivers and differentiates customer experience on behalf of some of the world’s most respected companies. It provides classic customer communication as well as digital solutions such as social media and online communications, automated interaction and AI, analytics, self-service and other customer lifecycle solutions. The group has combined annual revenues of € and over 500 clients globally across many industry sectors. It has more thanpeople in 28 countries worldwide, with market-leading positions in Europe, Middle East and Africa, while also having a strong presence in Asia and the Americas