Contact Center Senior TeamLeader
Human Factor
πριν από 2 μέρες
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Περιγραφή Θέσης

Are you a Contact Centre professional looking to unlock your potential in a fast-paced and growing company? Would you like to work for a company which recognizes and rewards talent, teamwork, efficiency, and productivity?

Our client is a global market leader in technology products & services, seeks to recruit a passionate with customer service professional for the position of :

Contact Center Senior TeamLeader

Key Responsibilities

  • Collaborate with the Contact Center vendor to establish a clear understanding and knowledge of key business objectives, review current performance and suggest improvements;
  • Build positive and effective business relationships with the Contact Center personnel;
  • Monitor the Contact Center operation and performance, including forecasting and staff planning, scheduling, service quality, ongoing improvement activities and organizational development;
  • Prepare and present detailed management reports of the Contact Center operation and performance;
  • Conduct regular reviews of Best Practices from other industries;
  • Plan and execute, including maximization of Contact Center service technologies, implementation and development of alternative Customer Service channels (eg. social media);
  • Customer Support web page contents management.
  • Απαραίτητα Προσόντα

    Skills And Experience Required

  • Thorough knowledge and understanding of contact centre management, technology, metrics, best practices, and operations
  • 3-5 years leading a contact centre environment, both inbound and outbound or relevant experience
  • Demonstrated success in providing remarkable customer service.
  • Proven knowledge of processes improvement and process design.
  • Interpersonal skills to influence and spur change, facilitating and enhancing performance within a cross-functional environment.
  • Excellent organizational with the ability to multi-task and maintain composure and positive attitude in a high-volume environment.
  • Strong analytical skills to interpret data and identify performance trends.
  • Ability to travel
  • Studies in Business Administration
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