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• Call monitoring for technical projects in English;
• Ticket monitoring for technical projects in English;
• Evaluating and developing team members through remote and side by side call quality monitoring and giving constructive feedback;
• Analyzing and providing feedback on complaints and quality checks to the agents and client;
• Providing monitoring schedules for the upcoming month;
• Generating periodic reports for the management team;
• Submitting ideas regarding the improvement of procedures;
• Ensuring procedures are followed in accordance with Stefanini TechTeam quality standards and work instructions;
• Trending / quality related feedback, coaching of new agents.
• English proficiency;
• Soft skills: strong analytical skills; coaching abilities; planning and organizing abilities; problem solving and analysis skills; customer awareness; self starter;
• Good insight of the IT Outsourcing business and previous experience in similar organizational environments;
• Previous experience in a similar role is desirable.
Stefanini TechTeam is a premier provider of IT Service Management sourcing solutions for international corporations and the preferred partner of many blue chip companies. Stefanini TechTeam’s main service lines are onshore, nearshore, and offshore IT consulting, systems integration & development, and IT outsourcing. Today we employ 1000 employees in EMEA serving a wide range of well known regional customers. We are a fast growing company with a clear ambition to become the global leader in our selective offerings.
JOIN OUR TEAM TODAY!
Stefanini TechTeam has career opportunities around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, we offer the right environment for you.
Learn more about our company culture, available positions, and our emphasis on providing a career path for our employees to see if Stefanini TechTeam is the right fit for you.
Visit us today at http://www.techteam.com/careers
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