1 ACM (Assistant Contact Center Manager)- German Language
- Tirane
- Tipi
-
- me orar te plote
- Fusha | Profili i punes
-
- Menaxhim Biznesi
- Gjuha
-
- gjermanisht
- Eksperienca
- vetem me eksperience
TELEPERFORMANCE, worldwide leader in the costumer center services, present in Albania with two sites in Tirana and one in Durres, is looking for a candidate for the following position:
1 ACM (Assistant Contact Center Manager)- German Language
KEY responsibilities:
Support, motivate, evaluate, develop, and coach your team in line with organizational management processes (TOPS) to continually meet and exceed individual / team targets
Create a team of highly engaged and motivated co-workers at all levels with whom you proactively communicate
Oversee the daily operation of the call center and its various components, ensuring compliance to our Statement of Work and KPI goals (including CSAT, ESAT and KSAT).
Strategic planning and execution to enhance profitability, productivity, quality, and efficiency throughout the company’s operations.
Lead DSM, ISM, ELPs, and identify issues and generate action plans for the KPI assigned.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations.
Work together with internal departments to meet client’s deliverables
Manage a healthy program performance scorecard based on annual strategic plan of the country market
Build and maintain a healthy client relationship and manage on Client´s escalations process
Provide a healthy, safe, and secure home-working environment
SKills Required:
Analytical Ability
Communication Skill
Creativity
Decision-Making
Flexibility
Management Skills
Planning and Organizing
Judgement
Problem Solving
Strategic thinking
Stress tolerance
Interpersonal skills
Leadership skills
Team Building
Time Management
If you are interested, apply sending your CV at the following email address: reclutamento@teleperformance.al
Please specify the position you are applying for!
Looking forward to receiving your applications!
1 ACM (Assistant Contact Center Manager)- German Language
KEY responsibilities:
- Fulfilling a manager position for one of Teleperformance’s clients.
- Working in a collaborative and engaging virtual environment or on site. At Home ACM (Assistant Contact Center Manager) will be responsible for the operational delivery and relationship with the Clients as appropriate for your role. His/her main responsibility will be to ensure that quality and efficiency targets are achieved, by creating a highly engaging virtual environment and by using Teleperformance standard (TOPS & BEST).
- The ACM will be responsible for a team working from home or on site. He/she develops the team to meet and exceed performance and client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.
Support, motivate, evaluate, develop, and coach your team in line with organizational management processes (TOPS) to continually meet and exceed individual / team targets
Create a team of highly engaged and motivated co-workers at all levels with whom you proactively communicate
Oversee the daily operation of the call center and its various components, ensuring compliance to our Statement of Work and KPI goals (including CSAT, ESAT and KSAT).
Strategic planning and execution to enhance profitability, productivity, quality, and efficiency throughout the company’s operations.
Lead DSM, ISM, ELPs, and identify issues and generate action plans for the KPI assigned.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations.
Work together with internal departments to meet client’s deliverables
Manage a healthy program performance scorecard based on annual strategic plan of the country market
Build and maintain a healthy client relationship and manage on Client´s escalations process
- Support ESAT by working with AM, WFM, HR, Payroll, and other departments to increase co-worker retention.
- Prepare /review financial and/or operational analysis and reports on a daily/weekly/monthly basis.
Provide a healthy, safe, and secure home-working environment
SKills Required:
- Bachelor’s degree
- Working from home and on site
- 2 years of management experience such as SV/ QA
- Fluency in German language
- Ability to use Internet applications
- Usage of MS Office
- Typing speed: 45 wpm
Analytical Ability
Communication Skill
Creativity
Decision-Making
Flexibility
Management Skills
Planning and Organizing
Judgement
Problem Solving
Strategic thinking
Stress tolerance
Interpersonal skills
Leadership skills
Team Building
Time Management
If you are interested, apply sending your CV at the following email address: reclutamento@teleperformance.al
Please specify the position you are applying for!
Looking forward to receiving your applications!