Job expirat
Job Profile
• Responsible for achieving team SLA’s (Service Level Agreement)
• Hire, Develop, Evaluate and Manage team member performance
• Conduct one on ones on monthly basis, midyear and yearly appraisals
• Communicate all necessary information for the team members to perform their tasks and duties (memo, verbal communication, team meeting)
• Develop and maintain incentive program for team members
• Motivate and build the skills of the team
• Build relationship within his team
• Provide feedback to each team member to ensure adherence to quality requirements
• Ensure processes and policies are followed
• Ensure issues are escalated and tools and resources are available for agents to fulfill their jobs
• Create and maintain shift plans
• Timely and accurate communication of relevant information
• Identify areas for improvement in processes & informs the management to obtain approval to implement change
Main purpouse of the job:
A Team Leader provides leadership and development to the team by motivating, coaching, mentoring and by following Performance Management and Quality Control Processes and Procedures, with the overall aim of achieving key Team targets. He/she is accountable for driving work behaviors and results within the team with a focus on continuous improvement and excellent customer experience.
Candidate profile
• Excellent customer service skills
• Excellent problem solving skills with attention to details
• Excellent written and verbal communication skills
• Proven ability to lead and develop employees
• Strong Team leadership and decision making skills
• Act as role model for the team members
• Positive and enthusiastic attitude, ability to motivate the team
• Coaching skills
• Communication & Influencing skills
• Knowledge of contact center dynamics & metrics to include: relationship between service level and occupancy; adherence to schedule, non-phone activities basic queuing principles metrics related to performance and efficiency
• Strong interpersonal and team working skills
• Proficient in Excel and Word
• Ability to multi-task and keep up with a fast-paced environment
• Minimum 2 years relevant experience in a Travel environment (Agency/Airline)
• Prior Contact Center experience
• Fluent in English and Italian/Spanish
• attractive salary and performance bonuses;
ADECCO RESURSE UMANE SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 4
Nr. ORCB J40/12364/2003, CUI RO15739037
Capital social subscris si varsat: 392.440 Lei
Nr. autorizatie Agent de Munca Temporara: 17/2005
Autorizatie seria nr. B/ 0000008/25.10.2005
Nr. Operator Date Personale: 15866
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
ADECCO ROMANIA SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 3
Nr. ORCB J40/4467/2000, CUI RO 13002186
Capital social subscris si varsat: 360.575 Lei
Nr. Operator Date Personale: 15862
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
BUCURESTI (HQ)- Doctor Iacob Felix Nr. 28, Sector 1, Tel.: 021/300 35 46; e-mail: recrutare@adecco.ro
ARAD - Mihai Eminescu nr. 45, Tel: 0257 / 281 147; E-mail: arad@adecco.ro
BRASOV - Str Petru Rares Nr 10; Tel.: 0040 - 372/70.57.95; e-mail: brasov@adecco.ro
CLUJ - Str. Vasile Lupu Nr 36 , Tel: 0264/ 406 234; e-mail: cluj@adecco.ro
IASI - Bld. Tutora Nr. 4, bl. B4 scara D, Tel: 0232 / 206 120; e-mail: iasi@adecco.ro
ORADEA - Str. Tudor Vladimirescu Nr 26; Tel.: 0040 - 727 735 160 e-mail: oradea@adecco.ro
PITESTI - Str. Fratii Golesti Nr. 57, etaj 2; Tel: 0248 / 612 303; e-mail: pitesti@adecco.ro
PLOIESTI - Str Mercurului Nr 1, Tel: 0244/ 519 320; e-mail: ploiesti@adecco.ro
SIBIU - Str. Vasile Milea Nr 11, Ap 57, Tel: 0269 / 206 450; e-mail: sibiu@adecco.ro
TIMISOARA - Str. Popa Sapca Nr. 12 tel: 0256/ 432 211; e-mail: timisoara@adecco.ro
