Tirane, ofroj vend pune manager
Provides an excellent experience to customers served by planning and implementing call centre strategies and operations; improving systems and processes; managing staff.
Key accountabilities:
• Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, defining user requirements; establishing technical specifications, and productivity, quality, and customer-service standards.
• Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; managing system and process improvement and quality assurance programs.
• Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintain good relationship with team members and motivate them to put in their best to work in order to achieve maximum results
Core competencies, knowledge and experience:
• At least 3 years’ experience as call centre manager or similar position in customer service
• Solid understanding of performance evaluation, customer service metrics, reporting and budgeting procedures
• Outstanding communication and interpersonal skills
• Excellent organizational, leadership skills with a problem-solving ability
• Building high performing, lean & flexible teams with increased engagement
• Ability to withstand pressure on an on-going basis while maintaining performance
Must have technical / professional qualifications:
• Bachelor’s degree from Educational Institution or equivalent
• Strong planning and organizational skills; ability to judge and manage multiple priorities under tight project deadlines
• Excellent verbal and written communication skills in both Albanian and English languages
• Excellent knowledge of Microsoft office tools (Excel, Power point)
• Call Centres’ Technology
• Presentation skills
Please apply online on the below link within 19 October 2018:
https://vodafone.taleo.net/careersection/2a/jobdetail.ftl?job=AL00085&tz=GMT+02:00
Key accountabilities:
• Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, defining user requirements; establishing technical specifications, and productivity, quality, and customer-service standards.
• Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; managing system and process improvement and quality assurance programs.
• Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintain good relationship with team members and motivate them to put in their best to work in order to achieve maximum results
Core competencies, knowledge and experience:
• At least 3 years’ experience as call centre manager or similar position in customer service
• Solid understanding of performance evaluation, customer service metrics, reporting and budgeting procedures
• Outstanding communication and interpersonal skills
• Excellent organizational, leadership skills with a problem-solving ability
• Building high performing, lean & flexible teams with increased engagement
• Ability to withstand pressure on an on-going basis while maintaining performance
Must have technical / professional qualifications:
• Bachelor’s degree from Educational Institution or equivalent
• Strong planning and organizational skills; ability to judge and manage multiple priorities under tight project deadlines
• Excellent verbal and written communication skills in both Albanian and English languages
• Excellent knowledge of Microsoft office tools (Excel, Power point)
• Call Centres’ Technology
• Presentation skills
Please apply online on the below link within 19 October 2018:
https://vodafone.taleo.net/careersection/2a/jobdetail.ftl?job=AL00085&tz=GMT+02:00