Team Leader with Italian
SYKES
Cluj, Romania
‎în urmă cu 14 ore

Responsibilities :

  • Supervises and coordinates the customer support service team
  • Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance
  • Looks on adherence to policies
  • Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently
  • Ensures client satisfaction on quality and service levels
  • Addresses, resolves and escalates problems as appropriate
  • Monitors, coaches and trains employees as required
  • Identifies and addresses any staff training needs
  • Plans, assigns and directs work to the team / employees
  • Rewards and disciplines employees when necessary
  • Conducts performance reviews on a regular base (in accordance with the account manager)
  • Provides reports as required by the Account Manager
  • Requirements :

  • Advanced in Italian and English is a plus
  • Previous professional experience in managing teams is a plus
  • Experience gained in customer services or good skills relevant in the field
  • Interest in technology and ability to learn how to use new tools quickly
  • Excellent communication skills and the candidate’s ability to remain composed in any situations
  • Patient, customer-focused, courteous, helpful and empathic approach
  • Good social personality who everybody feels easy to contact and is trusted by colleagues
  • Carries maximum commitment to the company.
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