Team Leader Norwegian and English- София

Описание

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.


Essential Functions/Core 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
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 employees correctly follow all business rules, as well as customer service processes and controls.
Understands and ensures that business rules and processes are effective and executed in fulfilling the customer needs
Exhibits a superior understanding of customer service processes and the functional areas that interact with the supply chain.
Maintains in-depth product knowledge, market strategy, and knowledge of customer’s business and role of our products in their business
Exercises discretion and authority in accordance with business rules and legal requirements to determine appropriate response to customer requests based on customer and product stratification
Monitors and recommends/implements ways to improve customer satisfaction, service strategies and operational guidelines
Actively identifies and recommends process improvements to the Operations Manager
Ensures that the Customer Service staff operates successfully within a team environment with a strong team spirit and ethos
Facilitates the execution of the Performance and Development Roadmap for team members. Coordinate and resolve routine HR issues for the team members
Performs and co-ordinates “on-the-job” coaching and training for team members in line with defined processes and performance objectives.
Ensures a high degree of communication both within the team and with other GDC teams and related departments
Take personal responsibility to understand and comply with all company and client business controls requirements and policies.
Adheres to along with their team all Health and Safety regulations, internal Concentrix, IT and local policies and procedures
Understands and apply Business Controls, data privacy and security guidelines/regulations.
Maintain Workstation Security at any time
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Personal Profile
At least 1 year experience in Customer service, abilities to identify needs and requirements of business units supported
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.

Language skills
English at C1 level
Norwegian at B2/C1 level

Изисквания към кандидата

Езикови познания:
Английски език, Датски език

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

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

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

Дата:

17.11.2021

Организация:

CONCENTRIX SERVICES BULGARIA ЕООD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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