Team Leader with Bulgarian/English for Bucharest, Romania

Описание

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across multiple continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.

Be part of something new, join our team in Bucharest!

About the Role:
As a Team Leader, on the OnStar account, your primary role will be to coach and support your team members to deliver high quality customer services for inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident.

Responsibilities:
• Manage, develop and motivate a team of 10-15 advisors to provide a quality advisory and emergency service to OnStar subscribers.
• Lead and develop team members in way that creates an engaged and values driven environment for our staff.
• To lead and support team members in terms of process and product knowledge and efficiency and escalate areas of inefficiency and improvement to the Team Manager.
• To deliver and meet individual and company quality standard by driving performance through training, feedback and coaching.
• Listen to calls and score according to agreed metrics and use as the basis for feedback to team members for both reward and development
• Provide verbal/written feedback on performance through the performance appraisal system.
• Provide 1-2-1 support to team members engaged with an emergency calls and be willing and able to take control if required.
• Manage the case management process for resolving operational issues.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Специални умения:
Ideal Candidate: • 12 months’ team leading experience in a contact center environment, where motivating and coaching staff was a significant feature of the role. • Coaching and mentoring skills, aware of principles, practices and limitations and be able to use and train others in their appropriate use. • A proven track record of leading teams to meet or exceed targets and KPIs. • Have business level of English and Bulgarian and any other European language (German, French, Spanish, Portuguese, Italian, Dutch, Polish, Greek, Danish, Swedish, Hungarian, Czech, Finnish, Slovenian, Slovak, Norwegian, Croatian, Russian) • This role involves the use of PC advanced telephony work, and you must be a confident user of both. • Have an ability to quickly develop a rapport with our customers, emergency services over the phone. • A drive for excellent customer service. • The sensitivity and professionalism to effectively manage pressurized situations Benefits: • Lunch vouchers • Medical plan • Transportation covered when on late/night shifts • Excellent relocation support. • A modern fun, dynamic and challenging work environment. • Team building activities and networking opportunities. • Competitive bonus incentive • Personal and professional development

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. Букурещ

Адрес:

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

Дата:

22.11.2017

Организация:

CONCENTRIX SERVICES BULGARIA ЕООD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за CONCENTRIX SERVICES BULGARIA ЕООD може да получите ТУК