06-01-2016 | EXPIRA LA 05-02-2016
Job expirat
Overall Purpose
He/She provides leadership and development to the team by motivating, coaching, mentoringand by following Performance Management and Quality Control Processes andProcedures, with the overall aim of achieving key Team targets;
· He/sheis accountable for driving work behaviors and results within the team;
· He/ She is also responsible for implementing and performing on a regular basisthe quality controls decided for operation teams, to provide reports regardingthe level of quality KPIs and to stimulate quality improvement whenevernecessary or possible.
Ensures a high quality of service inaccordance with client requirements.
Ensures contractual KPI’s are met monthon month.
Pre-plans the working schedule of theteam together with WFM team, receives vacation forms, keeps the team updated oncurrent process-related changes,
Ensure process follows QMS procedure.Monitors current tasks in terms of quality of the operations, performs callquality evaluations and leads feedback sessions with agents as well asrefreshers if necessary. Identifies areas for improvement in processes & informsthe management to obtain approval to implement change;
Ensures that the staff is properlyrecruited and trained, so that the KPI’s are met. Ensures individualdevelopment needs are identified and addressed to support business goals andminimize staff attrition; Ensures training schedules are followed anddelivered.
Manages day-to-day planning, operationand problem-solving of a team of agents to meet SLAs. Drives people management,including HR related issues, staff development. (one to one meetings, teammeetings, performance management). Manages the floor, ensures adherenceto schedules, displays ownership and problem resolution, motivates and developsfuture leaders, conducts performance appraisals.
Will work with the Human ResourcesDepartment and Process Owner on getting the right people with the right skillsets for the job; participate in the selection of and approve agent hiring inconjunction with HR department; Will involve the Human Resources department onattrition related issues and keep attrition levels; Prepares and administersdisciplinary cases for agents.
Oversees that process equipment andsystems operate properly (AVAYA, Workstations, headsets, internet, intranet,IRIS Etc.) Ensures that in any emergency situation the Coordinator, IT Departmentand Global Traffic are informed.
Ensures Reward /Recognition for TopPerformers, Significant Contribution; Motivates and build the skills of theteam; Encourages and drives Team activities; Builds relationship within histeam; Expands team members capability on KPI (Key Performance Indicators),metrics tracked for performance management; Conduct or arrange any coachingidentified for each team member to achieve and improve individual targetsfocusing on key drivers supporting Revenue.
Supports audit activities &requirements.
As well as other tasks assigned by thedirect manager.
· Bachelor's Level Degree or equivalent
· Fluency in English with strong verbal and writing skills - C1 language level required
· Fluencyin German or Italian with strong verbal and writing skills – B2language level required
· 2+years of relevant experience working in the travel industry (preferably for aleading hotel chain or tour operator or travel agency)
· General knowledge of major countries, cities and hotel chains(Hilton, Holiday Inn, Intercontinental, Marriott, Radisson, Hyatt, etc.);
· Proven ability to lead and develop employees by identifyinglearning and communication styles thus responding with appropriate levels ofcoaching, mentoring, discipline and support;
· Strong Team leadership and exceptional decision making skills;
· Positive and enthusiastic attitude, ability to motivate the team;
· Coaching skills;
· Communication & Influencing skills;
· Conflict resolution and problem solving;
· Delegation / follow up;
· Adherence to Company values;
· Customer centricity
· Effective time management; Prioritizing & organizing skills;
· Proven understanding and use of motivational, recognition andreward techniques
· Proficiency in MS office applications
· Reporting skills
· Quality system understanding
Monthly Gross Income
Performance Based Bonus: Target at 12% of Annual Base
Private Medical Subscription (currently Medicover orMedlife or Sanador
Meal tickets Accessto a tailor made Suite of Banking Products & Loans at privileged rates as a WNS Employee
Access to soft skills trainings and Language trainings: French &German
Fruit day
Bookster
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
