Job expirat
Position summary
* Will implement best practices from our global environment (set benchmarks from Latin America, Philippines, USA and other teams from all over the wars experience in the customer interaction / BPO industries;
* At least 3 years experience in a senior or Operations Manager role;
* Experience in project management; orld);
* Will be responsible for managing specific operations and activities related to various practice areas (i.e. Customer Care practice, Technical Support or Sales/Marketing practice, Application Development and BPO Outsourcing);
*As overall leader of operations in Romania, will ensure that client requirements are translated into action plans for various verticals focusing on customer service, profitability, client relationship and efficiency.
Responsibilities
* Will maintain and improve the operations by monitoring system performance; identify problems and risk; prepare and complete action plans; complete system audits and analysis; manage system and process improvement;
* Will ensure the achievement of all KPI’s stipulated by clients through active coordination with various Operations and Support functions (i.e. Human Resources, Facilities, I.T., Finance and Training & QA); participate at the development of various procedures and regulations and respective follow up process;
* Will ensure direct reports; manage their programs successfully through the achievement of service levels and revenue targets through active coordination on staffing requirements, adjustment of staff schedules, usage of overtime or under time, systems, facilities, etc;
* Will provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship and program management. Will work closely with Sales and Marketing departments to grow and expand the business;
* Will be responsible for collaborating with the management in the development of key strategies, projects, functions and services;
* Will support business and financial reviews to ensure key metrics and service level agreements are met and implement action plans from these reviews;
* Will meet the customer interaction centers’ financial objectives by estimating requirements: preparing an annual budget; analyzing variances; initiating corrective actions;
* Will provide regular reporting on performance metrics, analysis and recommendation on improvement plans, highlighting potential risks and proposing action plans to mitigate them, and keeping stakeholders informed on key projects;
* Will collaborate with other operations executives to anticipate the needs of the clients and act proactively according to their requirements;
* Will provide direction, mentoring, coaching and counselling to direct reports and the rest of the team as necessary;
* Will promote ethical behaviour within the organization; and monitor adherence to business ethics, compliance, policies and guidelines.
* Advanced in English;
* At least 5 years experience in the customer interaction / BPO industries;
* At least 3 years experience in a senior or Operations Manager role;
* Experience in project management; * Previous experience with both inbound and outbound sales / customer service;
* Proven track record delivering consistently high standards of customer service in a complex operational environment;
* Control of MS Excel with full use of data analytics and tools;
* Knowledge of the following systems: knowledge of WFM system, Bluepumkin, Verint, Hermes, AVAYA, CMS.
* Strong MS PowerPoint skills with the ability to create solid and consistent presentations.
CallPoint powered by TELUS is currently offering one of the most exciting and challenging job opportunities in its Romanian history ever! We are looking for someone in Bucharest to manage 300 people over our 2 Romanian sites today – and 1000 heads in 3 years.
The new hire will be joining the European team of TELUS International, part of a 10 billion USD revenue North-American corporation (TELUS), in which she/he will interact daily with colleagues from all over the world. TELUS International has locations in Europe, USA, Latin America, and the Philippines. CallPoint is currently in the process of collecting best practices with these geographies.
Apply now and join the TELUS International family!
Find out more information about us!
- In Europe - www.callpoint-group.com
- Globally - www.telusinternational.com
CallPoint powered by TELUS (CallPoint) is a multilingual call center and Business Process Outsourcing (BPO) provider operating in Eastern Europe. The Company has got 1,200 seats across its four delivery centers: Bucharest and Craiova (Romania); Sofia and Plovdiv (Bulgaria). With global delivery capabilities (Guatemala, El Salvador, Philippines, UK, Romania and Bulgaria) our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service – all backed by TELUS, our multi-billion dollar Canadian telecommunications parent. The strength of the CallPoint team is directly linked to the overall success of our company. Building the best team in the industry means setting our sights on being an employer of choice for all.
