Position: Team Manager with Bulgarian
Location: ClujNapoca Romania
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors 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 instigating appropriate corrective action and using performance management tools to manage any shortfall.
- Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor ensuring objectives are continuously reviewed and linked to business KPIs. Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company 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 to all 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 are implemented and continuously reviewed.
- Coach develop and motivate Advisors by providing the skills and knowledge to perform their job together with opportunities for skills expansion and career development.
- Continuously monitor Advisor calls in line with CLOE either via deskside or remote monitoring across a 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 and Peopleoriented
- Aboveaverage target achievement in the most important project KPIs
- Structured way of working and Familiarity with ticketing systems
OFFER:
- Excellent remuneration package based on experience skills and performance
- Guidance and tools to reach your full potential
- Signon bonus
- Relocation support (incl. 3 months company accommodation 9 months financial rent support)
- Rewarding performance bonus structure
- Medical Subscription
- Wellbeing programs
- And many others!