Customer Support Team Manager - Croatian - Cluj-Napoca

Position: Croatian Customer Support Team Manager

Location: ClujNapoca Romania

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Apply a process of continuous review management of absenteeism and attrition for all Advisors in the team ensuring return to work and exit interviews are completed
• Review and monitor work performance of all Advisors
• Undertake quarterly performance reviews and 1:1 monthly meetings with advisors
• Ensure Advisors are recognized and rewarded for outstanding achievements
• Provide clear direction and guidance
• Facilitate a culture of open and honest 2 way communication
• Maintain an environment which supports the spirit of teamwork where Advisors take pride in working for the company
• Ensure actions from employee satisfaction survey are implemented and continuously reviewed
• Coach develop and motivate Advisors by providing the skills and knowledge to perform their job together with opportunities for skills expansion and career development
• Monitor Advisor calls either via deskside or remote monitoring across a sample of transaction types
• Ensure accurate and timely communication of any client/campaign issues to Operations Manager
• Ensure appropriate actions are taken to improve client satisfaction survey scores
• Implementation of processes

REQUIREMENTS:

• Proficient (C1) English and Croatian language both verbal and written
• Minimum of 12 to 18 months of call center experience preferably as Team Manager
• Evidence of effective interpersonal coaching and leadership skills
• Excellent telephone keyboard verbal and written communication skills
• Effective time management
• Ability to give constructive feedback to CSRs which lead to performance improvement
• Logical and objective approach to call assessment
• Ability to organize and prioritize set priorities and multitask
• EU citizenship or valid work permit for Romania

OFFER:

• Schedule: full time MondayFriday 8 AM 5.30 PM
• Transportation coverage
• Attractive remuneration package
• First three salaries extended with a signing bonus
• Holidays: 20 days/year and an extra day after a year
• Contract for undetermined period
• Training: 5 days MondayFriday 8 AM 5.30 PM
• 6 months accommodation if needed
• Up to 200 EUR refund from the first travel to Romania
• After the first year 200 EUR refund for a travel home
• Meal tickets (30 RON/day) approx 150 EUR net/month
• Private medical package
• Paid professional training
• Internal development opportunities
• Discounts with our current partners
• Gym pass monthly subscription
• Employee assistance/wellbeing program subscription