Job expirat
Responsibilities:
• Prepare for and deliver regular coaching sessions focused on quality of calls and performance metrics.
• Identify and communicate trends or areas of opportunity for the development of call center front line staff members.
• Organize call calibration sessions with other coaches.
• Provides one-on-one and group training/ retraining as required.
• Aids in new hire training.
• Ensures that maximum quality is being achieved at all times.
• Assist the business by taking inbound calls as per service level requirements.
• Regularly update own knowledge of new products and procedures.
Experience:
• Experience in the field of quality monitoring.
• Minimum of two years experience in call center industry.
• Proven superior customer service and sales skills.
• Coaching experience.
• Training experience and/ or adult teaching experience is a definite asset.
Skills and knowledge:
• Strong oral and written communication skills, in both (1) English and (2) French or Italian or German or Spanish.
• A detail-orientation and strong organizational and planning skills.
• Excellent computer skills, including proficiency with MS Word, MS Excel, PowerPoint and Outlook.
• Strong adaptability to change and the ability to cope with deadlines.
• The ability to be a team player.
• An energetic and enthusiastic attitude.
B.C.L. GROUP este o firma de servicii resurse umane cu rezultate foarte bune in diverse proiecte pentru numerosi clienti semnificativi in peisajul economic romanesc.
