Market Lead with Czech and Slovak

Описание

Concentrix is a leader in global business services with over 90,000 staff members worldwide. We have a presence in 25 countries. Built upon our experience spanning more than 40 years, we bring a fresh approach to the performance of business operations in the digital age. Our ultimate goal is to differentiate our clients in their marketplace and make them more competitive. With our holistic approach we bring deep domain knowledge to focus on process improvement, customer engagement and technology innovation. The clients that we serve are in the areas of Banking, Healthcare, Insurance, Technology, Consumer Electronics, Retail and E-Commerce, Government, Media and Communications, Travel, Transportation, Tourism, and Automotive.
We are nimble. We bring speed, flexibility and transparency to every customer touch, every transaction and every service we provide. We take our values seriously and they are threaded into everything that we do.

For our office in Sofia, Bulgaria we are searching for a passionate Market Lead to join our Team.

The Market Lead provides a facilitative style of leadership with overall responsibility for the motivation, resource and system planning, procedure coaching and team performance.

Job responsibilities:

• Directs team activity to achieve performance measures relating to customer satisfaction and process efficiency;
• Monitors and gives feedback regarding staff and team performance to ensure that established quality, productivity and customer service standards are met
• Resolves all customer issues that are escalated from the Customer Service staff
• Assist in the development and execution of customer service level agreements
• Provides day-to-day management and leadership to Customer Service staff. Ensures and is responsible that the team meets the established performance criteria and that contacts are handled effectively for quality, productivity and customer satisfaction.
• Manages the allocation of workload within the team.
• Identifies problems/issues through daily team meetings and quickly resolves them in conjunction with other team leaders/management across the CRM and other departments.
• Ensures that all customer service agents correctly follow all business rules, as well as customer service processes and controls.
• Performs various administration tasks, assists in setting and achieving operational objectives, tracks and reports service performance.
• Ensures and is responsible that agreed service strategies are implemented within the team and ensure the highest level of customer satisfaction.
• Monitors and recommends/implements ways to improve customer satisfaction, service strategies and operational guidelines.
• Understands and ensures that business rules and processes are effective and executed in fulfilling the customer needs;
• Ensures that the Customer Service staff operates successfully within a team environment with a strong team spirit and ethos.

Requirements:

• Bachelor or Master Degree;
• Fluent level of English, both written and verbal;
• Fluent level of Czech and Slovak;
• At least 6 months experience in managing people;
• Experience in Customer service, abilities to identify needs and requirements of business units supported;
• Customer service: at least one year of excellent customer service and /or proof of successful performance;
• Strong work ethic, maturity and leadership qualities;
• Excellent communication, presentation and negotiation skills;
• Excellent organizational and analytical skills;
• Strong customer driven focus;
• Ability to motivate a group of people to work effectively together;
• Aptitude for understanding and solving problems, timely decision-making and conflict management skills;
• Ability to deal effectively in high pressure, dynamic situations with a large degree of autonomy;
• Ability to work to deadlines whilst maintaining quality of work and effective work relationship with team and client;

Why to work for Concentrix ?

We provide a clear path to career development and offer support, advice and coaching every step of the way. Some of our other benefits include:

• Competitive salary
• A bright, modern and exciting place to work, with excellent staff facilities
• Performance related pay
• Voluntary Medical plan
• Life insurance
• Annual reward and recognition events
• Holiday pay
• Team and Concentrix events

Изисквания към кандидата

Езикови познания:
Английски език, Словашки език, Чешки език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:
Трудов безсрочен

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Контакт център (call centers)

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, ж.к. Младост 4, Advance Business Center 1, ул. Самара 4

Дата:

28.01.2025

Организация:

CONCENTRIX SERVICES BULGARIA ЕООD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за CONCENTRIX SERVICES BULGARIA ЕООD може да получите ТУК