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Team Leader in Contact Centre
CONCENTRIX SERVICES SLOVAKIA s. r. o.
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
What we expect from you
Coordinate an Inbound Service Centre's activities so that it consistently meets company’s standards of quality, productivity and customer satisfaction levels
Provide daily guidance and training for the team of customer service representatives (CSRs)
Assist in setting and achieving operational objectives
Track, report and manage daily service performance
Prepare and conduct performance evaluations
Ensure that the team meets established performance criteria
Handle escalated and more complex customer service issues
Monitors and recommends/implements ways to improve customer satisfaction.
Perform process documentation and Compliance Testing
Ensure that agreed service strategies are implemented within the team
Maintain centre’s tools and infrastructure
Coordinate an Inbound Service Centre's activities so that it consistently meets company’s standards of quality, productivity and customer satisfaction levels
Provide daily guidance and training for the team of customer service representatives (CSRs)
Assist in setting and achieving operational objectives
Track, report and manage daily service performance
Prepare and conduct performance evaluations
Ensure that the team meets established performance criteria
Handle escalated and more complex customer service issues
Monitors and recommends/implements ways to improve customer satisfaction.
Perform process documentation and Compliance Testing
Ensure that agreed service strategies are implemented within the team
Maintain centre’s tools and infrastructure
Employee perks, benefits
What we offer
Competitive salary
Challenging and interesting projects
Possibility to work on service design and training development and delivery
Multicultural, enriching environment, vibrant and dynamic
Internal Development Opportunities
Subsidized meal vouchers
3 bonus vacation days
100% full paid sick-day (PN)
Life insurance
Medical care
Competitive salary
Challenging and interesting projects
Possibility to work on service design and training development and delivery
Multicultural, enriching environment, vibrant and dynamic
Internal Development Opportunities
Subsidized meal vouchers
3 bonus vacation days
100% full paid sick-day (PN)
Life insurance
Medical care
Information about the selection process
If you want to join our young and dynamic team, send us your CV.
Requirements for the employee
Candidates with education suit the position
University education (Master's degree)
Postgraduate (Doctorate)
Postgraduate (Doctorate)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
We expect you have
Strong work ethic, maturity and leadership qualities.
Professional mastery of business administration
Strong customer driven focus.
Knowledge of multiple EU languages is a big advantage
Strong organizational skills and orientation in complexity
Excellent communication, presentation and negotiation skills.
Ability to motivate a group of people to work effectively together.
Aptitude for understanding and solving problems, and conflict management skills.
Large degree of autonomy.
High degree of analytical ability to identify additional business opportunities and develop solutions to difficult internal, client and sponsor requirements.
Drive for self-development and learning
Flexibility towards changing environment
At least 3 years of experience in leadership role (team coordinator/ team leader/ manager) in a customer service environment
Strong work ethic, maturity and leadership qualities.
Professional mastery of business administration
Strong customer driven focus.
Knowledge of multiple EU languages is a big advantage
Strong organizational skills and orientation in complexity
Excellent communication, presentation and negotiation skills.
Ability to motivate a group of people to work effectively together.
Aptitude for understanding and solving problems, and conflict management skills.
Large degree of autonomy.
High degree of analytical ability to identify additional business opportunities and develop solutions to difficult internal, client and sponsor requirements.
Drive for self-development and learning
Flexibility towards changing environment
At least 3 years of experience in leadership role (team coordinator/ team leader/ manager) in a customer service environment
Advertiser
Brief description of the company
Who are we?
With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies.
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic.
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)
With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies.
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic.
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)
Number of employees
150-199 employees
ID: 1800656
Dátum zverejnenia: 14.7.2014
2014-07-14
lokalita: Bratislava Pozícia: Call Centre Director, Call Centre Manager, Call Centre Supervisor, Customer Support Specialist, Department Manager Spoločnosť: CONCENTRIX SERVICES SLOVAKIA s. r. o.