22-06-2008 | EXPIRA LA 28-06-2008
Job expirat
Manage Front Office team to achieve all KPIs
Improve customer delight to achieve targeted survey.
Create a climate of high morale for Team Leaders and Technical Support Agents.
Develop and implement a training plan to increase the product knowledge and technical skills of the team.
Drive initiatives and strategies which improve the team’s success and minimize any inhibitors to the team’s operational model.
Support initiatives to achieve continued improvement in the delivery of services to our customers and to drive improvements in satisfaction targets
Proactively drive process improvements which deliver improved KPI performance of Call screening, L1 support teams.
Maintain a good working relationship with other teams
Manage headcount to continuously maintain operational performance excellence.
Continually assess and review team operations and performance, following up on areas for improvement.
Monitor team resource to ensure maximum availability and productivity.
Ensure that team operations are in line with latest procedures.
Implement any changes in procedures swiftly and smoothly.
Take control and follow up on any out-of-line situations, service request analysis requests and customer incidents.
Strong management & leadership skills
Good understanding of the strategy & knowledge of KPI’s and able to deliver high quality staff work
Top performer in current role
Proven track record in service delivery management
Ability to lead and motivate a large team of Technical Support Agents to excellent operational results
Advanced knowledges of english and italian
CGS Incorporated is a leader on the romanian Contact Center market and one of the biggest companies of its kind in the world.
www.cgsinc.com / www.cgsinc.ro
