Team Leader with Hungarian in Cluj-Napoca

• Preferable college degree or related work experience;
• Croatian language proficiency - native/ advanced level;
• English language proficiency - advanced level;
• At least 6 months experience in the call center industry;
• Computer literate related to software and hardware;
• Impeccable disciplinary behavior;
• High level of self-motivation;
• Analytical thinking, flexibility, ability to work under pressure;
• Strong communication skills, employee motivation;
• Strong customer and service orientation;
• People oriented;
• Above average target achievement in the most important project KPIs;
• Structured way of working;
• Familiarity with ticketing systems;
• Early adopter of technology;
• Ability to put callers at ease;
• Dependable, reliable and able to perform duties with minimum supervision;
• Ability to interact positively with peers and supervisors.

• Apply a process of continuous review and proactive management of absenteeism and attrition for all direct reports in the team, ensuring return to work and exit interviews are completed;
• Continually review and monitor work performance of all direct reports against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall;
• Undertake formal quarterly performance reviews and 1:1 monthly meetings with each direct report, ensuring objectives are continuously reviewed and linked to business KPI’s;
• Ensure direct reports are recognized and rewarded for outstanding achievements/performance in line with company mission and values;
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics;
• Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice;
• Maintain an environment which supports the spirit of teamwork, where Direct reports are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed;
• Coach, develop and motivate direct reports by developing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development;
• Continuously monitor direct reports calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved;
• Ensure accurate and timely communication of any client/campaign issues to Operations Manager;
• Ensure appropriate actions are taken to improve client satisfaction survey scores;
• Implementation of the GOS processes.

• Performance bonus after the first 3 months of activity within the company.
• Hours considered "night shifts" (after 10:00 p.m.) are paid 25% more.
• Weekend hours are paid 10% more.
• Working days meal vouchers.
• Private health insurance with Regina Maria.
• Transportation - 2 bus lines and transportation for night shifts.

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

At Foundever™, we make things simple. 

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed. 

Create your best moments.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.