Shift Leader with English

Описание

Support and Inbound Sales Chat Shift Lead with English

General Information

We are looking for a dynamic, high-performing team player who thrives in fast-paced environments to join our Support and Sales teams with English for one of our clients – an international company providing the leading solution in the world for marketing organizations looking to secure their business from invalid visitors, ensuring their campaigns.

This role is responsible to the shift management of the Support and Sales teams. It involves the supervision of the support and sales agents on the respective shift in meeting operational goals and KPIs. Shift Leader is initial point of contact for all difficult tickets to help drive faster problem identification and resolution.


Duties and Responsibilities

• Responsible for process adherence of all team members
• Takes care of sick leaves and paid leaves.
• Daily hand shake with the region for updates.
• Performs daily stand up for the shift members + training update.
• Shift transfer to the next shift (to ensure no major urgent issues are open).
• Ensure smooth execution of Incident Management work flow.
• Responsible for the ongoing ticket and chats allocation in the Global support queues.
• Manage shift members queue and assignments.
• Ensure queue meets KPIs upon live dashboard.
• Observe service quality.
• Participate or own projects for continuing service improvement.
• Collaboration with different teams.
• Handle escalations / transfer to Team Lead in case of assistance required.
• Daily check with Tier 2 for known issues.
• Ultimate communication point in case required further communication along crisis / major issues.


Knowledge and Skills:

• High English proficiency both spoken and written, additional language is an advantage.
• Customer oriented, ability to assure customer engagement by managing support queries.
• Time management skills to enable prioritization of tasks.
• Strong problem solving/troubleshooting skills and communication with the different departments.
• Can-do approach, creative and committed to improve and continuously learn.
• Excellent social skills and strong ability to operate multiple applications and platforms.
• Commitment to excellence: willing to accept constructive feedback, and drive toward continuous improvement.
• 3 years of previous work experience in customer service or technical customer facing support, including mentoring peers.
• Organizational skills.
• Online advertising experience is an advantage.
• Ability to work with different cultures and nationalities from around the Globe.

We are waiting for your updated CV in English!

All applications will be treated in strict confidentiality. Only shortlisted candidates will be contacted.

Easy Consult Recruitment and Employment activities are based on a Recruitment license № 2339 from 30.08.2017.

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит над 3 г.

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Средно управленско ниво

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

Sofiya; Mladost 4; Business Park, building 15

Дата:

11.02.2022

Организация:

Easy Consult
Агенция за подбор на персонал

Детайли за организацията:

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