jobPOLAND Warsaw, , Poland
Aug 15, 2018Full time
For our client, they are currently recruiting for a Contact Center Team Leader to provide direction, build and coordinate the Contact Center team to provide high-quality incident management, request fulfilment and problem management for the Society’s IT systems. TASKS: Be in charge of running and managing the Contact Center daily; Working in a user facing role including senior support and ensuring the highest level of customer support and service is provided at all times; Evaluate the support team’s resource availability and manage scheduling for all onsite visits; Attend all appropriate customer “Review of Service” meetings and to work towards resolving service corrective action plans with the customer; Managing the team on a day to day basis including the allocation of work to engineers, staff recruitment and retention, appraisals, reviews and monitoring; Understand all organization’s products, services, procedures and guidelines and communicate same to all team members; Monitor all calls to ensure that due procedures and quality standards are strictly adhered to; Submit regular reports to management and seek new ideas and strategies to improve performance at the Service Desk; Keep up with trends and happenings in the industry and ensuring adherence to industry standards; Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times; Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to. SKILLS & EXPERIENCE: Ideally: 2-3 years of professional experience as Contact Center Team Leader/ Manager or similar in client facing roles relating to Contact Center; Extensive experience of working in a customer contact environment at a Senior/Team lead level, ideally supported by a recognized IT qualification; Ability to deal with customers at all levels through an approachable and customer focused awareness; Customer focused, but with firm and proactive management style; Experience in managing life cycle of incidents through to conclusion; Experience in measuring, monitoring and optimizing KPI’s & conversions; Experience in providing coaching and mentoring to the team; Ability to handle and prioritize multiple tasks; Fluent English is a must : both written and spoken (second language is a plus); ITIL Certification- nice to have. THEY OFFER: Attractive financial compensation; Full-time, direct-hire opportunity; Benefits package; ITIL / Microsoft certifications ; Ability to work with enterprise solutions and services; Ability to work in international and multicultural environment; Well equipped kitchen with various delicious coffee, tea and fruits.