24-10-2013 | EXPIRA LA 26-10-2013
Job expirat
Responsibilities:
• People Management - provide day-to-day coaching, direction and leadership to frontline team members. Includes performance management and development; facilitating team meetings; escalation resolution and response.
• Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base.
• Identify, plan and execute key operational improvements to enhance customer experience.
• Implement and track appropriate performance objectives and measures to support team members and customer satisfaction while maintaining operational excellence and cost effectiveness.
• Relationship Management - manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service.
• Mentor, coach and develop team members to achieve higher levels of performance and job mastery.
• Provide timely and complete resolution of escalated issues and concerns raised by team members, peers and or support person.
• Proactively observe and report real-time call drivers that impact the customer experience.
• Effective communication with the operations team in a timely manner.
• Participate in the on-call manager rotation and other management coverage for the team as required.
Required Skills & Abilities:
• Fully fluent in English and French (spoken and written)
• Sound knowledge of the major functions of providing exceptional client care, including service provisioning, technical support and complaint management
• Knowledge of ACD systems and reporting capabilities, billing systems and/or database management relative to assessing customer satisfaction
• Ability to develop highly effective relationships at all levels
• Demonstrated ability to lead, train, coach and motivate a team to effectively increase performance results and achieve desired results
• Ability to plan, organize and prioritize own time while accomplishing tasks in a cost-effective manner
• Demonstrated ability to adapt quickly to change
• Proven leadership skills through previous management experience in a call centre environment
• Analytical and problem solving skills
• Proven ability to continually meet or exceed objectives
• Strong PC skills (MS Office, e-mail)
• Possess excellent presentation skills and the ability to translate service requirements effectively both verbally and in writing
• Excellent organizational and multi-tasking skills; ability to coordinate a variety of activities, track important details, follow-up on delegated assignments
• Demonstrated ability to adapt quickly to change and provide change management guidance to others
Required Experience:
• Post-Secondary education (i.e. Business Admin.) and/or 3 to 5 years experience in a competitive, client focused environment.
• Ongoing educational programs or seminars aimed at developing and providing additional depth and breadth to a knowledge of human resource management, client care approaches, planning and total quality management
• Experience in a call centre environment. Managerial/Supervisory experience.
• Experience in leading or participating in process improvement teams or self-managed work teams would be an asset.
CallPoint is a leading European provider of multilingual contact center and business process outsourcing solutions and a proud member of the TELUS International family. TELUS International is a global business process outsourcing company with over 15,000 employees around the world, including in Canada, the United States, Europe, Latin America, the Philippines, and the United Kingdom.
With over 150 million customer interactions annually via voice, email, chat and social media, across the telecommunications, utilities, finance, retail, and high-tech industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.
As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with €8.4 billion (CAD $11 billion) of annual revenue and 13.2 million customer connections. For more information, visit: www.callpoint-group.com and www.telusinternational.com.
We are hiring: https://www.youtube.com/watch?v=uAcaYH_OINg
