Family Care Team Leader
Δ/Δ
Αθήνα, GR
πριν από 4 μέρες
source : Kariera.gr

Περιγραφή Θέσης

Role title : CUNSUMER FAMILY FIXED TEAM LEADER

Function : CONSUMER CARE & PERSONALIZED LCM

Band : H

Sub-function : CONSUMER CARE

Reports to : CONSUMER FAMILY CARE SUPERVISOR

Location : FALIRO

Role purpose : To be responsible for the effective and efficient operation of Consumer Inbound Family team and to guide & support agents in the degree that CC’s performance targets are achieved.

Key accountabilities and decision ownership :

  • Monitor, coach & evaluate his / her team by leading by example
  • Coordinate the team’s activities and monitor its performance based on quantitate and qualitative KPIs.
  • Participate in projects with scope to improve productivity and customer experience and identify issues related to better customer service and resolve them.
  • Cooperate closely with other call centre team leaders and process improvement analysts, in order to search and collect the appropriate data for projects completion.
  • Resolve customers’ problems or complaints if needed and determine optimal solutions.
  • Core competencies, knowledge and experience :

  • Customer Obsessed
  • Excellent organizational and leadership skills with a problem solving ability
  • People engagement & motivation skills
  • Ability to develop a clear view on potential customer opportunities
  • At least 1 year working experience in our call centers
  • Familiar with Targets and YTD results & VF way principles
  • Very good knowledge and interest to learn about latest mobile & fixed products and services.
  • Must have technical / professional qualifications :

  • Technical / General Institution degree
  • Very good level of Greek and English language (oral and written).
  • Very good knowledge of MS Office.
  • Αναφορά αυτής της εργασίας
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