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Ideal Candidate:

• Minimum 1 year experience in management; previous work experience as Supervisor in Call Center business preferred
 
• Excellent knowledge of English language, any other language skill is a plus
 
• 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)

Responsabilities:

• 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 within the project assigned
 
• Operational responsibility re/ managing the incoming volume / queue to meet KPIs and taking appropriate actions (. break scheduling, arranging for overtime etc.)
 
• Handle client queries (calls, mails and chats)
 
• Provide administrative support, driving regular meetings within the project assigned
 
• Maintain permanent communication with the client (all client facing department/teams)
 
• Provide regular KPI reports based on the business requirements

Descrierea 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