Romanian Call Center Supervisor (Home based)

  • Check with seller
  • Published date: June 5, 2018
    • Home Based, Home Based, Home Based, Romania

Job role & responsibilities:

Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents with daily work and performance development
Deal with high complexity cases, tasks, calls, complaints solving
Preparing statistics, reports, statements
Training of new colleagues and ensuring their flawless integration within the team
Solving customer questions, letters, and complaints
Related administrative tasks, sending out letters, data entry, occasionally
Use standard operating procedures as provided by management
Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members incl. compliance with quality standards (enforcement of the relevant directives, regulations, processes according to their control)
Ensure profitable operation by promoting adherence to required quality & efficiency indicators
Check accuracy of data provided to clients and agents
Escalate to a higher level cases that cannot be resolved immediately
Planning and participation in resourcing if needed

Requirements:
Native Romanian and Fluent English language knowledge
Excellent oral and written communication skills in Romanian/English
3 years+ experience in call/contact center environment, previous team lead position preferred
Great people and project management skills
Sales or FMCG industry experience is an advantage
Good analytical and solid computer skills
Able to work 40 hours per week between 8am-9pm (CEST) , (Monday-Sunday)
Project Training: Week of June 25th, 2018
Potential work start: Week of July 2nd, 2018

Work Environment Requirements:
Quiet workplace (tasks are delivered from home-office environment)
USB Headset (separate microphone and loudspeakers are not good enough to manage calls)
Computer or Laptop with Windows operating system (if possible)
Broadband internet connection (mobile internet is not good enough to manage calls)

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