Team Leader in Cluj with Italian and English skill

• Minimum 6 months of work experience in our company
• Previous experiences as a Team Manager/ Team Leader is considered an advantage
• Strong understanding and communication (written and spoken) skills in Italian and English (all escalation communication is in English and Italian)
• The drive to be successful and contribute to the success of others
• Great understanding on how a customer service operation works, like workflows, KPI’s, etc.
• Strong sense of personal accountability and ownership
• Flexible to work various schedules based on business needs
• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
• Confident about your ability to contribute effectively
• Good knowledge of computer, phone (apps), gaming systems and more, which are all used for streaming (PS4, Xbox, Apple TV, etc),
• Great problem-solving skills - and fluent understanding when to further escalate problems.

• Oversee and supervise a team of agents to achieve both team and individual level key performance indicators
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Able to communicate effectively to a variety of audiences and give / receive feedback daily
• Provide quality service to both internal and external customers – on and off-line
• Accurately diagnose, report, solve and log problems and their resolutions
• Assist agents with customer interaction on situations requiring special handling.
• Ensure open flow of communication between agents and management
• Ensure uniform understanding and adherence to policies, procedures and company programs
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports
• Ensure agents are continuously kept abreast of operational changes.
• Conduct employee briefings and meetings
• Assure service level standards are met
• Monitor system performance and initiate actions to correct system problems
• Conduct agent observation and provide feedback
• Assist in the development and tracking of employee incentive programs
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers
• Perform other duties as assigned
• Facilitate presentations to a variety of audiences
• Ensure compliance with company regulations with regards to Data Security and Protection Standards

• Annual fixed bonuses
• Attractive rewards and additional performance-based bonuses
• Full private medical insurance & discounted prices for the dependents of the employee
• Childbirth support
• Online library access for passionate book readers
• Health & Nutrition: Health and wellness services at the office
• Various discounts for gym classes & other recreational activities
• Free development training, for both personal and professional purpose,
• Multicultural and enthusiastic work environment
• Access to the company’s cultural events including well-known festivals in Romania

Majorel is now Teleperformance.

Teleperformance completed the acquisition of Majorel, which is now officially Teleperformance.

Together, we can further refine our digital service offerings to help the world’s leading brands operate with greater agility and adaptability to master their future.

A core Teleperformance commitment is to position top talent for success in this new chapter. We believe that it’s the people who make both companies genuinely exceptional, and one of the strategic highlights of acquiring Majorel is that the combined organization will offer significant career development opportunities all around the world.

Are you ready to explore a whole new world of vast opportunities? We're ready to welcome you. Apply today!