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Job Description
- Manage the performance of the team, developing and coaching team members when they are carrying out their normal duties
- Manage the performance of the TEAM by recognizing and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
- Deal with under-performance cases in a professional, consistent and timely manner, seeking advice as necessary
- Conduct regular 1:1 daily checkpoints and weekly PEPs.
- Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
- Manage the workloads of the team, motivating them to ensure that all KPI’s are met
- Communicate effectively with the team ensuring that all messages and information are being communicated consistently
- Be an integral part of the team, as well as visible to the team so that you can support, coach and develop them
- Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
- Manage client relationships where applicable
- Management of day to day activities in the call center
- Ensure that contracted service levels for the support are consistently delivered across all lines of business
- Monitor and feedback on all transactions (calls;emails;faxes,data entry; case logs) as applicable to current and future business needs.
- To provide individual coaching & training to team members where appropriate.
- To assist with process & product training on the account.
- Reach targets in respect of quality
- Foster a culture of continuous improvement in the account and overall operation
Planning and Organizing
- Manage time and workload in order to meet administration requirements of the role
- Ensure staffing levels are in line with forecast and work closely with HR Dept on recruitment drives
Decision Making
- Advise and propose solutions for customers via telephone, email, fax.
- Use knowledge of processes to decide if a problem / query should be escalated.
Communication
- Create and maintain effective working relationships with all colleagues
- Promote a positive and professional image of the organization.
Support by Management
- Minimum supervision is required but is readily available.
- Tasks are monitored to provide information relating to the individuals performance for the purpose of corrective action and improvement.
Job Requirements
- 4 Years Experience in Call Centers including 1 year as a supervisor
- High Level Knowledge of PC applications – Hardware & Software (Preferable)
- Fluent French
- Very good Level of Oral and Written English
- Leaving Certificate or equivalent
- Excellent communication skills
- Ability to work on one’s own initiative and under pressure in order to achieve results and targets.
- Demonstrate organizational and time management ability
- Professionalism to deal with people management issues as they arise
- Good attention to detail a requirement