Team Manager in Call Center

This role includes operational, personnel and business responsibility for call center team which provides complex customer care for Czech, Hungarian and Slovak clients of online shop of our business partner – well known trade company which operates in many business sectors, including the traditional coffee trade.

In this role you will have / be responsible for:
1. Personnel and disciplinary responsibility over the team of size app. 30 people (employees and team leads) and you will:

• Manage team and its activities
• Set up targets for subordinates, delegate tasks and perform post-action control
• Counsel, monitor and motivate team members, with focus on direct subordinates
• Identify and solve individual and operational issues in team
• Ensure that team members are aware of their responsibilities and that appropriate tools and resources are available to them to meet key performance targets and service levels
• Cooperate in recruitment
• Be involved in the organization of team events

2. Ensuring the quality and performance objectives and you will:

• Set the vision, directions, and culture of the team by managing individual and team performance targets
• Monitor daily real time service levels and ensure adherence
• Manage and drive continuous performance steering and quality measuring
• Set up strategy to resolve ad-hoc operational challenges and backlogs
• Perform regular analysis of costs, quality and all other KPI’s
• Organize and manage subsequent projects and process change initiatives, drive standardization in order to ensure optimizing of operation
• Report to the top management of the company
• Cooperate closely with workforce planning department by being involved in forecasting of needed resources, double-check of created staffing plans and initiate hiring of new resources.

3. Keeping close contact and continuous coordination with the business partner and you will:

• Serve as point of contact for business partner located in Germany.
• Build up the relationships with the business partner by frequent contact (conference calls and meetings)
• Report on daily basis about main KPI’s to the business partner.
• Solve any kind of escalations and provide resolution for the issues of a supervisory nature or complex challenges

We offer challenging and demanding work, competitive salary, and possibility for a career development along with the development of fast growing and successful company. Beside that you will work in an international environment which is optimal for real self-realization of dynamic, competent and skilled team members.

If you feel interested do not hesitate to send your CV and Cover Letter in English.