Job expirat
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.
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.
ADECCO RESURSE UMANE SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 4
Nr. ORCB J40/12364/2003, CUI RO15739037
Capital social subscris si varsat: 392.440 Lei
Nr. autorizatie Agent de Munca Temporara: 17/2005
Autorizatie seria nr. B/ 0000008/25.10.2005
Nr. Operator Date Personale: 15866
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
ADECCO ROMANIA SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 3
Nr. ORCB J40/4467/2000, CUI RO 13002186
Capital social subscris si varsat: 360.575 Lei
Nr. Operator Date Personale: 15862
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
BUCURESTI (HQ)- Doctor Iacob Felix Nr. 28, Sector 1, Tel.: 021/300 35 46; e-mail: recrutare@adecco.ro
ARAD - Mihai Eminescu nr. 45, Tel: 0257 / 281 147; E-mail: arad@adecco.ro
BRASOV - Str Petru Rares Nr 10; Tel.: 0040 - 372/70.57.95; e-mail: brasov@adecco.ro
CLUJ - Str. Vasile Lupu Nr 36 , Tel: 0264/ 406 234; e-mail: cluj@adecco.ro
IASI - Bld. Tutora Nr. 4, bl. B4 scara D, Tel: 0232 / 206 120; e-mail: iasi@adecco.ro
ORADEA - Str. Tudor Vladimirescu Nr 26; Tel.: 0040 - 727 735 160 e-mail: oradea@adecco.ro
PITESTI - Str. Fratii Golesti Nr. 57, etaj 2; Tel: 0248 / 612 303; e-mail: pitesti@adecco.ro
PLOIESTI - Str Mercurului Nr 1, Tel: 0244/ 519 320; e-mail: ploiesti@adecco.ro
SIBIU - Str. Vasile Milea Nr 11, Ap 57, Tel: 0269 / 206 450; e-mail: sibiu@adecco.ro
TIMISOARA - Str. Popa Sapca Nr. 12 tel: 0256/ 432 211; e-mail: timisoara@adecco.ro
