Description Brief overview of Role : An organized and good communicator, able to handle a team in the project. Being responsible for meeting client KPIs and needs.
s training and training needs to improve technical and phone communication's skills- Motivate as a team leader controlling turnover and retaining potential and motivated team members- Request management / HR Department / Quality team for assistance in any of the tasks- Manage all disciplinary issues effectively- Ask management to hire new agent(s) either to substitute or to complete the team using concrete metricsOrganization 30%- Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes- Make sure processes and procedures are up to date- Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.
Offer support in critical problems (escalations, emergencies, agents and customers complaints)- Perform other tasks / duties as assigned by management depending on service needs- Propose changes in bonuses / reporting to management- Back-up Program managers fulfilling corresponding tasks during vacation or absence periodsReporting 30%- Report productivity metrics to the team and management daily- Collect production and performance metrics from available sources daily and update Project performance tracker- Analyze data and report to Supervisor and / or Program Manager- Manage daily HR and recruitment processes, communicating needs, backing up with data- Prepare weekly business review slides for managementHours and Benefits : - Shift : 39 hours / week from Monday - Friday 8 : 00 - 20 : 00 (Rotative), Initial shift (training) Monday - Friday 9 : 00 - 18 : 00- Salary : 23.
600,00 Euros gross / year + up to 2.400,00 Euros gross / year in bonus- Permanent contract- Ongoing training- Diverse growth opportunities- Start date : Immediate- Holidays : 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)* Requirements - Native in the market language- Fluently spoken / written English- Experience in customer care environment- Leadership skills- Working knowledge of PROJECT processes- Working knowledge of IT equipment and applications : MS Windows, MS Office, etc Advantages : - Experience of work under pressure and deadlines- Coaching experience- Ability to delegate tasks- Problem solving and reactivity abilities- Proactiveness- Persuasion skills The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.
The period of holiday entitlement is fixed by mutual agreement between the company and the employee.