Tirane, ofrohet vend pune Contact Center TeamLeader Fixed Support
- Tirane
- Nr. Njesia - Zona me e afert?
- Tipi
-
- me orar te plote
- Fusha | Profili i punes
-
- Menaxhim Biznesi
- Gjuha
-
- anglisht
- Eksperienca
- vetem me eksperience
Description
Role purpose:
Job Responsibility
Required Skills and Experience:
• Team management experience
• Coaching and communication skills
• Minimum of 2 years’ experience within a contact centre environment as a Team Manager
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Passion for customer experience
• Ability to work with minimal supervision
Responsibilities
• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Ensure targets are achieved
• Lead and inspire the team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Support to deliver business targets and objectives and create a performance orientated culture
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Escalate any appropriate problems to senior management
Shenim: Te interesuarit duhet te aplikojne duke derguar CV dhe duke percaktuar pozicionin per te cilin aplikojne ne adresen e email: humanresources.al@vodafone.com ose ne linkun me poshe https://careers.vodafone.com/job-invite/144602/
Role purpose:
- To ensure that the service provided is fit for purpose and meets customer expectations and business targets in group and local level.
- To lead Customer service Team to maintain high quality standards and maximize customer experience through service excellence.
- Proactively and continuously reports on failures, and facilitates ideation and business improvement ideas to the relevant stakeholders
Job Responsibility
Required Skills and Experience:
• Team management experience
• Coaching and communication skills
• Minimum of 2 years’ experience within a contact centre environment as a Team Manager
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Passion for customer experience
• Ability to work with minimal supervision
Responsibilities
• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Ensure targets are achieved
• Lead and inspire the team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Support to deliver business targets and objectives and create a performance orientated culture
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Escalate any appropriate problems to senior management
Shenim: Te interesuarit duhet te aplikojne duke derguar CV dhe duke percaktuar pozicionin per te cilin aplikojne ne adresen e email: humanresources.al@vodafone.com ose ne linkun me poshe https://careers.vodafone.com/job-invite/144602/