Team-Manager

Requirements

  • Minimum 1 year experience in management; previous work experience as Supervisor in Call Center business preferred
  • Excellent knowledge of German language,good knowledge of English language
  • Experience and knowledge of business highly preferred
  • Strong leadership skills
  • Proficient knowledge of business related processes and procedures
  • Good understanding of quality and operational KPIs
  • Ability to transfer quality and ops related KPIs into team/ individual targets and detailed actions
  • Ability to analyze industry metrics; identify drivers and possible impact related to customer and market interactions on individual/team level plans
  • Excellent communication and presentation skills
  • Strong organizational, time management and prioritization skills
  • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)

Responsibilities

  • Disciplinary responsibility of a team of customer service representatives
  • Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/development
  • Enhance the goal of quality support by providing individual coaching feedback sessions and weekly one on ones that focus on improving customer satisfaction, communication skills and technical ability
  • Communicate performance related indicators into the team and back to the Management
  • Responsible for aligned [Quality and operational KPIs] instructions and communications to their team
  • Operational responsibility re/ managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc.)
  • Handle client queries (calls, mails and chats)
  • Provide administrative support, driving regular meetings with the team
  • Maintain permanent communication with the client (all clientfacing department/teams
  • Provide regular KPI reports based on the business requirements
  • Ensure compliance with company regulations with regards to Data Security and Protection Standards

Our Offer

  • Attractive rewards and additional performance based bonuses;
  • Annual fixed bonuses;
  • Full private medical insurance & discounted prices for the dependents of the employee;
  • Child birth support
  • Online library access for passionate book readers;
  • Health & Nutrition: Health and wellness services @ the office;
  • Various discounts for gym classes & other recreational activities;
  • Free development training, for both personal and professional purpose, via our E-Learning platform;
  • Multicultural and enthusiastic work environment;
  • Access to the company’s cultural events including well-known festivals in Romania.
  • Lunch vouchers;

About

Arvato is in Romania since 2010, now having sites in Brasov, Sibiu and Cluj-Napoca, with over 1500 employees working in more then 14 languages.