Required qualifications:

  • University degree
  • Fluent in English
  • Minimum 2 years of experience in contact center operations with at least 1 year in a supervisory or managerial role
  • High computer literacy


Main responsibilities:

  • Lead, coach, develop, and manage the performance of a team
  • Conduct monthly performance management reviews (one to one’s) ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management
  • Monitor team compliance to set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) in order to ensure customer confidence, satisfaction and loyalty
  • Conduct regular team briefings to ensure team members are kept up to date on products, services, policies and procedures
  • Take initiative to continuously enhance self and team’s technical skills
  • Ensure that all customer complaints or queries are objectively investigated and are responded to in a timely manner
  • Adhere to company regulatory requirements such as data protection, data privacy etc.
  • Perform other lawful tasks delegated by the management


Candidate’s profile:

  • Effective leadership skills
  • Drive for results
  • Team oriented approach
  • Problem solving skills


Deadline for applications: 31.10.2017.


Gradovi
Beograd


Pozicije posla

Team Leader in Call Center (English Language)   1

Kategorije
  • Lingvistika, književnost i prevodilačke usluge
  • Prodaja i trgovina
  • Marketing i PR
Obrazovanje
  • Fakultet