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Call Center Team Leader
İzmir, Ankara, İstanbul Anadolu Yakası, İstanbul Avrupa Yakası
- 29.08.2018
- 200 - 500
İş Tanımı
- Manage a team of talented Agents that are responsible for managing the day-to-day operations and handling customer inquiries and issues,
- Insure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met,
- Provide leadership and management to Agents,
- Regularly conduct team meetings,
- Directs the planning and implementation of integrated resource planning. Ensures forecasts, schedules and analytics are timely, accurate,
- Provide all necessary tools, analytics and guidance to management to ensure that operational metrics are achieved, including but not limited to Service Levels, Occupancy and Productivity,
- Direct the development and implementation of all call center reporting needs to ensure achievement of departmental goals and identify areas for improvement,
- Own, develop and document operational processes that deliver enhanced performance across all channels, while ensuring adherence to established compliance standards,
- Identify performance related issues, recommending improvements to solve for root cause, and implementing plans to prevent recurrence,
- Establish excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided,
- Coach and develop team members toward attainment of career goals,
Aranan Nitelikler
We are currently seeking Call Center Team Leader to lead a team of Call Center Agents. You will develop, coach and manage a team of talented Agents to exceed company goals.
- University degree,
- Working knowledge of call center dynamics, verbiage and methodologies preffered,
- Must be willing to travel abroad and live there if needed,
- Dynamic personality with a focus on customer service and motivational skills,
- Superior organization and time management skills,
- Ability to drive a sense of urgency to ensure both internal and external customers are served in a timely manner,
- Strong leadership skills with ability to manage large groups of people,
- Strong verbal / written communication and facilitation skills,
- Strong interpersonal skills and experience demonstrating successful customer relationship management ability,
- Experience and understanding of staffing, queues, and performance measures,
- Adapt at managing multiple priorities and tasks in a fast-paced environment,
- Good reasoning abilities and sound judgment Tactful, flexible and people oriented,
- Strong ability to analyze call trends and take appropriate actions,
- Proactively identifying and acting upon process improvement initiatives that increase customer satisfaction and reduce operational expense,
Özet Bilgiler
- Çağrı Merkezi Takım Lideri
- Çağrı Merkezi Hizmetleri
- Çağrı Merkezi
- Tam zamanlı
- Orta Düzey Yönetici
- İzmir , Ankara , İstanbul Anadolu Yakası , İstanbul Avrupa Yakası
- 3-25 yıl
- 29.08.2018
- 27.10.2018
- 27.10.2018
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