Team Manager - Slovak - Cluj-Napoca

Position: Team Manager

Location: ClujNapoca Romania

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team ensuring return to work and exit interviews are completed.
• Continually review and monitor the work performance of all Advisors against agreed KPIs instigating appropriate corrective action and using performance management tools to manage any shortfall.
• Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor ensuring objectives are continuously reviewed and linked to business KPIs. Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Facilitate a culture of open and honest 2way communication ensuring key messages are cascaded to all team members encouraging feedback and sharing of ideas and best practices.
• Maintain an environment that supports the spirit of teamwork where Advisors are committed loyal and take pride in working for the company; ensure actions from employee satisfaction surveys 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.
• Continuously monitor Advisor calls in line with CLOE either via deskside or remote monitoring across a sample of transaction types ensuring performance metrics are consistently achieved.
• Ensure accurate and timely communication of any client/campaign issues to the Operations Manager.
• Ensure appropriate actions are taken to improve client satisfaction survey scores.
• Implementation of the GOS processes

REQUIREMENTS:

• Fluent in Slovak (C1) and English (C1)
• At least 6 months experience in the call center industry
• Computer literate related to software and hardware
  
• Impeccable disciplinary behavior
• Analytical thinking flexibility ability to work under pressure
• Strong communication skills employee motivation
• Strong customer and service orientation and Peopleoriented
• Aboveaverage target achievement in the most important project KPIs
• Structured way of working and Familiarity with ticketing systems

OFFER:

• Excellent remuneration package based on experience skills and performance
• Guidance and tools to reach your full potential
• Signon bonus for new joiners
• Rewarding performance bonus structure
• Medical Subscription
• Wellbeing programs
• And many others!