Job expirat
We are building a multi-lingual, multi-skilled Customer Service Team from the ground up with the goal to deliver an unsurpassed Customer Experience to our global user community 24x7.
To maintain our strong brand presence and market leadership, we seek customer focus driven professionals with business acumen, world-class hard-skills, and a passion for building exceptional service experience at scale.
We believe that empowered, self-motivated teams can accomplish huge things. We work in modern agile work-flows that integrate engineers, data scientists and product owners to deliver specific applications and feature-sets.
We believe that empowered, self-motivated teams can accomplish huge things.
Job description:
Provides leadership/operational presence on the floor.
Acts to provide proactive feedback and insights to Team Leaders on team member’s intra-day performance.
Acts as the primary point of contact for Contact Center Operations.
Provides guidance and information (in response to consultant questions, second set of eyes, etc.)
Works closely with the Workforce Manager to maximize resources utilisation on an intra-day, weekly, monthly basis.
Takes a leadership role.
Main tasks:
Manage teams covering multiple time zones, languages & support channels.
Assign work, monitor, manage, and mentor direct reports for growth and development.
Interact with Operations team to ensure company cohesiveness of goals.
Provide executive summaries to Operations & Management team.
Conduct analysis on trends, and set expectations and requirements.
Drive and escalate action plans when necessary.
Understand scheduling and adjust production as needed to achieve financial requirements.
Handle near-term plans and communicating these plans to team members.
Knowledge, Skills & Abilities Required:
Bachelor’s degree desired.
Workforce experience required.
Experience with WFM-systems required.
Experience in a supervisory or heavy analysis role required.
Strong problem solving/troubleshooting skills with ability to analyze data and summarize though demonstrated analytical skills.
Ability to meet deadlines in a fast paced environment.
Experience presenting data and analysis to Management team required
Education/Experience Requirements:
A Bachelor’s Degree in Business, Communications or a related field is preferred. Candidates that possess the following experience will also be considered:
2-4 years’ experience in an Inbound/Outbound Customer Service Center, or 3-4 years’ experience in customer service management.
Candidates should have demonstrated experience in leading, developing, and coaching direct reports; advanced knowledge in telephony, workforce management, customer programs, and desktop applications.
Located in Bucharest - Romania, Avira was founded in 2004 by a dynamic core of security experts who is committed to the following values: security ethics, professional attitude, open spirit, pride and respect. These principles are meant to stand at the base of any long term
collaboration and partnership that Avira Soft will undertake.
Avira Soft gathered a team of more than 50 dynamic professionals who are permanently collaborating with the experimented specialists of Avira GmbH , Germany. We are a dynamic and creative team and our purpose is to produce high quality software.
We also impose some requirements for our candidates: creativity, technical knowledge, team working capabilities and the ability to finish the job on time.
