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Team Leader (Phone Customer Support Team)


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Team Leader

Phone Customer Support Team

 

The Team Leader is directly responsible for managing product knowledge, profitability, quality, and effectiveness for his/her team. His/her daily activities primarily focus on effectively leading and managing a team of CSR to meet company objectives in all areas of employee, client and shareholder satisfaction.

Tasks:

  • The Team Leader is responsible for achieving employee, client, and shareholder satisfaction through effective people leadership
  • Create an environment conducive to success by promoting and recognizing initiatives
  • Promote teamwork and cooperation amongst team members and colleagues
  • Keep motivation high by adapting the leadership style to individual needs
  • Ensure high employee satisfaction and attendance
  • Take full responsibility and the required action on disciplinary procedures
  • Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund
  • Understand and meet production targets for different clients/projects
  • Review and evaluate performance reports
  • Set SMART goals that will be achieved
  • Set up individual targets for each CSR and skill level and follow up on production targets for the team, CSR, and skill level
  • Have a clear understanding of quality expectations for the different clients and projects
  • Set up quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations
  • Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation
  • Spend the appropriate time handling calls, making sales, or handling BO tasks

Expectations:

  • Have worked in an operations department
  • Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes
  • Have effective analytical skills to analyse results and make decisions based on facts and figures
  • Manage your time effectively and be focused on setting clear objectives and priorities
  • Have worked in a performance driven environment
  • Be self motivated and commercially minded
  • Take ownership for quality, competence, and commitment
  • To participate in a 6 weeks new hire training in Budapest (accomodation ensured)
  • Potential training start: mid of January
  • Have lead a team of people
  • Have other language skills including English

We offer:

  • Multinational enviroment
  • Competitive salary
  • Flexible working time

Location:  Szeged

If you are interested in the offered position send your CV to the following e-mail address.

 

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