Bu ilan yayından kaldırılmıştır.

Call Center Team Leader

Bu ilanın şirket bilgileri gizlidir.

İzmir, Ankara, İstanbul Anadolu Yakası, İstanbul Avrupa Yakası

29.08.2018
200 - 500

PAYLAŞ

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,