Job expirat
RESPONSABILITATI / BENEFICII:
.• Foster a collaborative environment, focusing on team member engagement to promote accountability. Provide coaching, direction and leadership to Team Managers and frontline team members.
• Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues maintain customer relationships and manage risk.
• Drive continuous improvement through understanding of Call drivers and customer impacts.
• Overall responsibility & accountability for Key Business Indicators
• Build key relationships with internal departments and act as a link into community engagement
• Analyze key business metrics and initiate associated action plans.
• Continuously improve business processes to achieve strategic targets
• Communicate and implement the strategic direction developed by the senior management team.
• Identify, plan and execute key operational improvements to enhance end-to-end customer experience
CANDIDATUL IDEAL:
• Fluent in French and English (spoken and written)
• Sound knowledge of the major functions of providing exceptional client service in a call centre environment
• Technical understanding of various technologies including information systems, telephony systems and telecommunications
• Ability to provide leadership and support to exceed client expectations and operational excellence
• Strong understanding of Technology and industry best practices.
• Demonstrate strategic thinking and understand operational strategies
• Superior client service philosophy and client retention capabilities
• Excellent verbal and written communication skills
• Extraordinary interpersonal skills
• Excellent planning and time management skills with the ability to prioritize and multi task in a fast paced environment
• Foster a high performance culture and business atmosphere of collaboration and partnership that genuinely values and rewards achievement.
• Strong understanding of coaching philosophy and practices
• Confidence and presence to challenge conventional wisdom and engage effectively with senior leadership
• Outstanding communicator to be able to effectively articulate the vision, goals and strategic imperatives of the business and act as an enabler of feedback
• Exceptional negotiation skills with a high degree of relationship building skills
Required Professional Designation/Certification
•University degree preferred or Equivalent work experience (5 years in a similar role)
Required Experience:
• Call Centre operations management experience including a minimum of 2 years experience supporting and developing Team Managers or equivalent.
• Project management skills with the ability to lead complex initiatives and drive strategic development of business solutions
• Leadership skills - goal setting, coaching, performance management, employee development, recognition and engagement
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
