Nivel cariera

Middle (2-5 ani), Senior (5-10 ani)

Limbi vorbite

engleză, italiană

Adresa/ adresele jobului

Sibiu


Requirements:

•       Minimum 1 year experience in Call Centre or similar business

•       Good knowledge of Italian and English languages

•       People management experience highly recommended 

•       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 analyse 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).

 

Responsibilities:

•       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 monthly 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 (. 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 client  facing department/teams

•       Provide regular KPI reports based on the business requirements