Junior Project Manager/Regional Team Leader - english and italian

· Strong management & leadership skills

· Good understanding of the strategy & knowledge of KPI’s and able to deliver high quality staff work

· Top performer in current role

· Proven track record in service delivery management

· Ability to lead and motivate a large team of Technical Support Agents to excellent operational results


Advanced knowledges of english and italian

· Manage Front Office team to achieve all KPIs

· Improve customer delight to achieve targeted survey.

· Create a climate of high morale for Team Leaders and Technical Support Agents.

· Develop and implement a training plan to increase the product knowledge and technical skills of the team.

· Drive initiatives and strategies which improve the team’s success and minimize any inhibitors to the team’s operational model.

· Support initiatives to achieve continued improvement in the delivery of services to our customers and to drive improvements in satisfaction targets

· Proactively drive process improvements which deliver improved KPI performance of Call screening, L1 support teams.

· Maintain a good working relationship with other teams

· Manage headcount to continuously maintain operational performance excellence.

· Continually assess and review team operations and performance, following up on areas for improvement.

· Monitor team resource to ensure maximum availability and productivity.

· Ensure that team operations are in line with latest procedures.

· Implement any changes in procedures swiftly and smoothly.

· Take control and follow up on any out-of-line situations, service request analysis requests and customer incidents.

CGS Incorporated is a leader on the romanian Contact Center market and one of the biggest companies of its kind in the world.
www.cgsinc.com / www.cgsinc.ro