Job expirat
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
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
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
