Candidatul ideal

What you need:

• Proven leader with at least 5 years of experience in managing large teams;
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections);
• Strong interpersonal skills and a demonstrated ability to partner with all levels in company;
• Strong oral and written communication skills; demonstrated ability to convey complex messages clearly;
• Ability to work independently and collaboratively to meet deadlines and prepare communication materials with a high degree of accuracy;
• Demonstrated ability to independently perform root cause analysis in order to formulate and implement sound business solutions;
• Affinity for Process Definition/Improvement - ability to define requirements and translate them into clear processes and procedures with a transformational approach to efficiency and effectiveness;
• Knowledge of English language at an advanced level; another European language such as German/French/Italian/Spanish would be a plus;
• High customer-centricity;
• Good presentation skills;
• Knowledge of MS Excel at an advanced level, PowerPoint and Word proficiency.

Descrierea jobului

As a Team Manager, you will deliver the highest standards of customer service and maintaining these standards by continuous evaluation of agents and resolution processes.

Main Responsibilites:

• Oversee a team of 60+ Customer Support Agents and Management/Support positions;
• Enabling the service team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable and removing roadblocks;
• Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback;
• Implement Customer Support specific goals and objectives;
• Help develop metrics and monitoring on Customer Support processes;
• Create reports to give insights to performance and trends;
• Build productive working relationships with direct reports, peers, leadership, and other departments;
• Establishing relationships and collaborating with key business partners to establish smooth running of Customer Support operations;
• Interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution;
• Proactively prevents negative customer support trends;
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations;
• Managing workflow, escalations and effectively delegating workload across the leadership team;
• Participating in business leadership meetings; developing and driving strategies and programs which; improve the competitive position and profitability of the company;
• Drive creation of quality initiatives, process change initiatives.

Descrierea companiei

Focusing on 'Beyond Technology' as our corporate philosophy and brand commitment, we are a leading IT and customer service provider engaged in building our core competence to create value for customers and society. With operations spread across Europe and established in Cluj-Napoca since 2007, we help businesses innovate, adapt, and compete in IT and Customer Support industries.