David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit aTeam Manager with Bulgarian in Romania.
Position: Team Manager with Bulgarian
Location: Cluj Romania
Employment type: Fulltime
Remuneration: Base salary bonuses
DUTIES AND RESPONSIBILITIES:
- Apply a process of continuous review and proactive management of absenteeism and attrition for allAdvisors in the team ensuring return to work and exit interviews are completed.
- Continually review and monitor the work performance of all Advisors against agreed KPIs instigatingappropriate corrective action and using performance management tools to manage any shortfall.
- Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisorensuring objectives are continuously reviewed and linked to business KPIs. EnsureAdvisorsarerecognizedandrewardedforoutstandingachievements/performance in line withcompany mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Facilitate a culture of open and honest 2way communication ensuring key messages are cascaded toall team members encouraging feedback and sharing of ideas and best practices.
- Maintain an environment that supports the spirit of teamwork where Advisors are committed loyal and take pride in working for the company; ensure actions from employee satisfaction surveys areimplemented and continuously reviewed.
- Coach develop and motivate Advisors by providing the skills and knowledge to perform their jobtogether with opportunities for skills expansion and career development.
- Continuously monitor Advisor calls in line with CLOE either via deskside or remote monitoring acrossa sample of transaction types ensuring performance metrics are consistently achieved.
- Ensure accurate and timely communication of any client/campaign issues to the Operations Manager.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
- Implementation of the GOS processes
REQUIREMENTS:
- Fluent in Bulgarian & English (C1)
- At least 6 months managing teams in BPO/BPS environment
- Computer literate related to software and hardware
- Impeccable disciplinary behavior
- Analytical thinking flexibility ability to work under pressure
- Strong communication skills employee motivation
- Strong customer and service orientation andPeopleoriented
- Aboveaverage target achievement in the most important project KPIs
- Structured way of working andFamiliarity with ticketing systems
OFFER:
- Excellent remuneration package based on experience skills and performance
- Guidance and tools to reach your full potential
- Signon bonus for new joiners
- Rewarding performance bonus structure
- Medical Subscription
- Wellbeing programs
- And many others!