Job Details
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Job Description
CSR Management and coordination:
- Receive new CSRs in the Project and ensure good adaptation to the team as well as its follow-up
- Analyze the suitability of his/her employees to the position, by participating actively in the HR monitoring sessions
- Design training plans tailored to the needs of the CSRs, collaborating with Training and Quality team
- Ensure compliance with quality standards by performing the estimated monitoring according to the action plans and their reinforcements
- Establish regular meetings with their CSRs
- Ensure the fulfilment of the development targets marked with CSRs and the achievement of service targets established with the Client
- Any other function that is considered relevant and necessary in the business
- Performance Management and administrative tasks:
- Perform daily, weekly and monthly monitoring files required by internal and external customers
- Review the daily quadrants of their CSRs, as well as absences, vacations or breaks
- Assuring the correct ascending, descending report with its documentation, and archiving
- Any other function considered relevant and necessary in the business
Service & Customer Support:
- Offer the best solution to the customer when he needs your intervention
- Ensure the flow of ascendant and descendant information with the external and internal customer
- Participate actively in the process of change of the internal or external client, in order to improve the service
- Be proactive to design improvements in procedures, processes, products or any area that you know about.
- This position requires the use of confidential information according to its responsibility and duties and must be adapted to the good use manual of the information systems
Security Tasks & Responsibilities:
- Processing of personal data, client data and employer business specific data in accordance of Personal Data Protection, Employer Contract, NDA, IT and Data Protection and other guidelines provided by employer
- Protecting all personal client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship
- Informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing
- Assuring through following all policies and guidelines the appropriate use of the information and information systems and its resources
- Participating in the training organized by the Employer, including training for protection and processing of data
- Encourage employees to improve
- Motivate and support performance
- Encourage open dialogue and cooperation (problem solving)
- Get results (leadership, decision making, assuming responsibility, tolerance to pressure)
- Design and communicate purposes and strategies
- Produce value for the client
- Enable creative environments
- Value innovative and creative talent
- Assume ethical criteria and values (reliable, integrity, equity and objectivity).
Job Requirements
- 6 months -1 year in team management developing similar functions
- Professional training/ BA or similar