Publicat 02 Ian 2021 | Reactualizat 01 Feb 2021 | Expiră 02 Feb 2021

Project Manager

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Candidatul ideal

To be successful in this role, you will demonstrate the following skills and experience;
Advanced command of English or any of other languages as French, Italian, German, Spanish;
Ability to provide high levels of customer support at all times;
Strong interpersonal and communication skills;
Problem solving oriented;
Ability to work well in a team as well as on your own;
Basic IT skills, including using multiple operating systems;

Descrierea jobului

1. Helping the project to keep the volume of emails and social media messages in SLA by:

- Checking the queues and assigning the emails of each employee;
- Constant verification of clients’ requests;
- Sending update of the situation related to SLA;

2. Quality control:

- Weekly evaluation of 3 calls/emails, for all agents in a certain language;
- Evaluation of calibration emails;
- Calibration session with the client;

3. Reports and Training:

- Calculation of UPH and productive hours;
- Maintaining updated information received in general training;
- Team training if the Trainer is not available;

4. Providing support to all agents during the work schedule:

- assisting and supervising the agents in dealing with the difficult questions / requests of the clients / in interpreting the topics related to all procedures;
- publishing the news / changes of the procedure;

5. Replacing another Project Managers when needed by:

- filling a report indicating the maximum daily capacity of the team (capacity influenced by the volume of work and the number of agents);
- participating in the daily meeting with the Project Managers;
- participation in meetings with the final client;
- drawing up weekly work schedules;

Descrierea companiei

About Ascensos Contact Centres: Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced multilingual customer service, offering multi-channel customer contact solutions across traditional, digital & social channels. We recognise talent. For us it’s all about loving what you do. Whether its clients or staff, delivering with a “personal touch” is truly important to us.

Ascensos’ headquarters are based in the UK, where we currently have three sites and opening a fourth site shortly. Our multilingual sites are located in Bucharest, Romania and Boxtel, the Netherlands.

Project Manager  -  Ascensos Contact Centres Romania SRL

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