Brief overview of Role:
An organized and good communicator, able to handle a team in the project. Being responsible for meeting client KPIs and needs. Leading his own team to be able to deliver the service asked.
Accountabilities
- Staff Management, 40%
– Monitor and report team performance
– Give newly hired agents feedback on their individual performance to improve and motivate their daily work
– Keep track of each newly hired agent’s training and training needs to improve technical and phone communication’s skills
– Motivate as a team leader controlling turnover and retaining potential and motivated team members
– Request management / HR Department / Quality team for assistance in any of the tasks
– Manage all disciplinary issues effectively
– Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics - Organization, 30%
– Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes
– Make sure processes and procedures are up to date
– Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
– Offer support in critical problems (escalations, emergencies, agents and customers complaints)
– Perform other tasks/duties as assigned by management depending on service needs
– Propose changes in bonuses / reporting to management
– Back-up Program managers fulfilling corresponding tasks during vacation or absence periods - Reporting, 30%
– Report productivity metrics to the team and management daily
– Collect production and performance metrics from available sources daily and update Project performance tracker
– Analyze data and report to Supervisor and/or Program Manager
– Manage daily HR and recruitment processes, communicating needs, backing up with data
– Prepare weekly business review slides for management
Webhelp will offer you:
– Full-time (39 hours/week) and long-term contract from day one.
– Schedule: Monday to Friday from 9:00 to 18:00
– Salary: 23,600.00 Euros gross/year + up to 2,400 Euros gross/year in bonus.
– Internal Development Program.
– Opportunity to join an international team.
– Start date: Immediate.
– 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)
Minimum required skills:
– Native in the market language
– Fluently spoken/written English
– Experience in customer care environment
– Leadership skills
– Working knowledge of PROJECT processes
Advantages:
– Experience of work under pressure and deadlines
– Coaching experience
– Ability to delegate tasks
– Problem-solving and reactivity abilities
– Proactiveness
– Persuasion skills
– The period of holiday entitlement is fixed by mutual agreement between the company and the employee
RRQ22-007678-1-GERMANY
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Más información
- Address Málaga
