Tasks:
Manage and develop a team of customer service advisor's on a daily basis
Ensure regular communication with the team, keeping them informed of progress against daily, weekly and monthly targets
Manage team operation to ensure all KPI targets and SLAs are met
Support other business specific tasks including call taking when required
Be the first point of contact for all client/advisor escalations
Motivate, reward and create a coaching culture with team members to help them reach their full potential
Manage and record all advisor's absence, lateness and holiday requests
Recognize and recommend improvements to existing processes and procedures to improve performance
Wo rk alongside other team leaders to drive centre wide initiatives, contributing towards the success of the engagement
Ensure all relevant internal engagement processes are carried out in line with the client’s values, standard policies and procedures
Requirements:
Fluency in French AND English language
University or college degree
1-3 years of experience in contact centre environment
Experience in people management & performance management
Strong business communication and client management skills
Ability to work under pressure and react quickly
Competency in Microsoft Office, knowledge of HTML/FPML
Analytical skills, ability to identify solutions, ability to plan corrective actions and drive improvement
Location:
Brno
How to apply/ contact information:
Please send your CV to cpljobs1802@profession.hu
Forrás:profession.hu
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