Job expirat
Oracle is developing the Contract Renewals Centre in Bucharest, to handle the renewal of its Support Service contracts for existing small to mid-size customers in Europe and is looking for Team Leaders to be part of this exciting new opportunity.
RESPONSIBILITIES:
The Customer Service Team Leaders will have overall responsibility for managing to the operational and revenue targets for their team together with the management and development of the individual team members. They will also be expected to provide mentoring and support to the team members on contract and customer issues.
- Manages renewals process for a defined territory of small to mid-sized customers
- Assists management in establishing group goals and assist analysts in setting their objectives.
- Conducts regular training and mentoring for Contract Renewal Representatives
- Assists management in interviewing and selecting candidates
- Acts as a mentor to other Analysts and provides management with performance feedback
- First-line management contact for customer escalations
- Works with analysts to facilitate achievement of productivity and performance goals
- Serves as a resource to other organizations for process and policy questions
- Hires and directs efforts of college interns and temporary employees
- Serves as a systems contact; troubleshoots problems and escalates as necessary
- Assists in key indicator reporting and trend analysis
- Assists managers with evaluation preparation
- Provides analysts and managers with weekly call productivity statistics.
QUALIFICATIONS:
* One or more years of previous customer service experience in a management or a supervisory position
* Proven leadership skills
* Excellent written and verbal French & English skills
* Fluency in another main European language will be a definite advantage
* Effectively interprets and explains departmental procedures
* Excellent communication skills (written and verbal) which deliver high-quality support
* Takes initiative; independent and resourceful
* Excellent research and problem solving skills
* Effectively manages time and work flow to meet service levels
* Demonstrates leadership in ensuring customer and employee success
* Exercise judgment in seeking advice on issues
* Projects a positive, professional image
* Strong team leader and team player
* Demonstrated ability to suggest and implement continual improvements
* Demonstrated ability to work in collaboration with others to achieve goals
* Ability to effectively prioritize and manage various tasks
* Proven dedication to the success of customers
We offer you intensive training, an attractive remuneration package as well as the opportunity to work in a highly professional international environment where you will have the chance to learn new things every day and to develop a successful career.
Please submit your CV in English! Thank you.
