![Alorica](https://media.trabajo.org/img/noimg.jpg)
Team Manager Customer Care
hace 2 meses
FAITES CONNAISSANCE ALORICA Chez Alorica, nous ne faisons qu'une seule chose : améliorer la vie, une interaction à la fois. Nous sommes un leader mondial en matière de service et d'expérience client, au service des plus grandes marques mondiales avec des dizaines de milliers d'employés répartis dans des centaines de sites à travers le monde.
RÉSUMÉ DU TRAVAIL Effectuer un travail de supervision de niveau modéré en coordonnant les opérations d'une équipe de service d'appel. Une supervision régulière est exercée sur 20 à 24 membres du personnel subordonné.
RESPONSABILITÉS PROFESSIONNELLES
- Assure une supervision et un mentorat réguliers sur le personnel subalterne
- Assurer une communication régulière et efficace avec le personnel subordonné sur les performances, les objectifs et le coaching.
- Facilite les séances quotidiennes de coaching et de développement des agents sous forme écrite et verbale.
- Participe aux activités liées au client pour inclure les séances d'étalonnage du client et la planification du projet.
- Identifier et répondre aux besoins de formation des agents
- Gérer la saisie du temps de l'équipe pour garantir un taux d'écart de 0 %
- Gérer les normes de performance spécifiques au programme (c'est-à-dire AHT, niveaux de qualité, ventes, etc.)
- Gérer les implications financières de l'attrition et de la fréquentation en maintenant les objectifs spécifiques au programme.
- Gérer le personnel conformément au flux de travail spécifique au programme (c'est-à-dire réduction de personnel, augmentation de personnel)
- Achèvement du tableau de bord hebdomadaire du chef d'équipe pour examen avec le responsable des opérations.
AUTRES TÂCHES CONNEXES
- Diffusez les appels des clients en colère, le cas échéant.
- Fournir le support des agents en gérant les appels remontés, si nécessaire
- Tenir à jour les dossiers et la documentation des employés
- Veiller à ce qu'un service client de haut niveau soit pratiqué par tout le personnel subalterne
EXIGENCES DE L'EMPLOI
Formation et expérience mínimales:
- Diplôme d'études secondaires ou GED requis
- Achèvement de l'intégration du chef d'équipe
- Expérience considérable dans la gestion de 15 employés ou plus, soit dans un rôle de supervision, soit dans la capacité de démontrer ce qui suit:
1. excellentes compétences en communication orale et écrite
2. solides compétences interpersonnelles, y compris la capacité de fournir des commentaires constructifs de manière à améliorer les performances
3. établir un environnement d'équipe en coordonnant/coopérant avec ses pairs, en partageant la reconnaissance et en soutenant les objectifs interministériels et à l'échelle de l'entreprise
4. Réussite d'un entretien à deux niveaux de direction
5. compétences en gestion du temps et maîtrise de l'informatique
6. objectivité, professionnalisme et maturité
7. flexibilité et capacité démontrée à bien s'adapter dans un environnement changeant
Préféré (pas obligatoire):
- Baccalauréat souhaitable
Licences et/ou certifications:
- Aucun
Connaissances, compétences et aptitudes:
- Excellentes compétences en communication orale et écrite
- Solides compétences interpersonnelles, y compris la capacité de fournir des commentaires constructifs de manière à améliorer les performances.
- Établir un environnement d'équipe en coordonnant/coopérant avec ses pairs, en partageant la reconnaissance et en soutenant les objectifs interministériels et à l'échelle de l'entreprise.
- Compétences en gestion du temps et maîtrise de l'informatique
- Objectivité, professionnalisme et maturité
- Flexibilité et capacité démontrée à bien s'adapter dans un environnement changeant
Employeur garantissant l'égalité des chances - Anciens combattants/handicapés
-
Cloud Customer Lifecycle Manager
hace 2 días
España David Kennedy Recruitment A tiempo completoDavid Kennedy Recruitment has partnered with a leading BPO company that supports top tech brands in providing exceptional customer care. We're looking for a Norwegian-speaking customer-facing Customer Lifecycle Manager to execute the engagement and drive partner hand-off, provide initial face/voice to the customer, and drive sales. Position: Cloud Customer...
-
Customer Success Manager
hace 7 días
España Petworth Recruitment A tiempo completo**Customer Success Manager (ICT Telecommunications Services Delivery)** This exciting career development opportunity is with a long-established SME high-growth end-to-end managed services provider of ICT telecommunications solutions to multi-site, multi-country global enterprise customers. Headquartered in Europe, with European and International offices and...
-
Customer Service Center Manager
hace 1 semana
España MGL Euman A tiempo completo**Who we are?** MGL provides more than 30 years of experience dedicated to testing and measuring instruments manufacturing, focusing on the best quality and innovative products with the best service to our customers. Our product families are excellent for sectors like the DIY market, educational institutions, professional electricians, laboratories (R&D),...
-
Customer Success Manager
hace 7 días
España PaymentGenes A tiempo completo**The Role** - Lead the expansion of the Customer Success team, taking a proactive role in its growth. - Develop a comprehensive understanding of our clientele by collaborating closely with the Sales department. - Offer guidance and support to customers during the onboarding phase. - Comprehend the strategic objectives of our customers and educate them on...
-
Global Project Manager
hace 7 días
España Hewlett Packard A tiempo completo**Job scope/summary**: - As Partner and Footprint Project manager you will be part of the CS (Customer Support & Services) CCC (Customer Care Center) organization. Partner and Footprint management team is managing partner relationships for the network of delivery partners customer care centers over all the Globe. Objectives of the organization are to...
-
Customer Service Representative
hace 2 semanas
España David Kennedy Recruitment A tiempo completoDavid Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Swedish speaking Customer Service Representative for their offices in Spain. Position: Customer Service Representative Location: Benalmadena (Málaga), Spain or Torrevieja (Alicante), Spain Employment type: Full-time Remuneration: Base salary +...
-
Customer Service Representative
hace 2 semanas
España David Kennedy Recruitment A tiempo completoDavid Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Norwegian speaking Customer Service Representative for their offices in Spain. Position: Customer Service Representative Location: Benalmadena (Málaga), Spain or Torrevieja (Alicante), Spain Employment type: Full-time Remuneration: Base salary +...
-
Customer Service Agent
hace 3 semanas
España Nordic Jobs Worldwide A tiempo completoPosted 05 February 2023 LocationMálaga DisciplineSales Reference36279 Viktor Söderström **Are you looking for a new job within Customer Support in Sunny Malaga? Then you should continue to read!** Because, We are now looking for Swedish speaking Customer Support Agents to our client in sunny Malaga! **Your job** - Responsible for handling all calls...
-
Flemish-speaking Customer Lifecycle Manager to
hace 2 meses
España Multilingual Jobs Worldwide A tiempo completo**Job details**: - Posted 30 January 2024 - LocationMálaga - Discipline Customer Service - Reference37186 - Contact NameDaylis Llerena **Job description**: Are you enthusiastic about creating memorable experiences? Then come join us and work with energetic people who strive to enjoy every day. We are looking for a** Customer Lifecycle Manager **to join...
-
Sales Manager
hace 2 meses
España Azelis A tiempo completoWe are currently seeking a Junior Sales/Product Manager B2B LMWF (Lubricants & Metal Working Fluids) & Chemicals (Home Care, CASE, Chemical Industries) within Azelis Spain. This role will be based in Barcelona - possible other location-. As innovative, entrepreneurial sales & product manager you will be reporting into the Business Manager. Principal...
-
Mdm Team Manager
hace 3 días
España Fluidra A tiempo completoWe are a leading company in the global pool & wellness industry - Fluidra, a multinational group listed on the Spanish Stock Exchange, is the global leader in the pool and wellness industry. Founded in 1969, Fluidra has long-standing experience in developing innovative products and services in the global residential and commercial pool market. - Fluidra has...
-
Customer Service Representative
hace 3 semanas
España The Cigna Group A tiempo completoAre you looking for a new challenge in your career? Great! And you’re considering working at Cigna? Even better! You’ll have lots of questions. Here are some answers. What does Cigna do? We started over 200 years ago and we continued to innovate and expand ever since. Cigna Corporation is a global health service company dedicated to improving the...
-
Eu - Informatica Sme / Customer Facing - Remote -..
hace 3 semanas
España The White Team A tiempo completoAt the Whiteam we are seeking an** Informatica SME / Customer facing** to join our team **REMOTELY** and work with an** European Government** project. **Description**: With a strong understanding of the technologies mentioned below, the individual should be capable of engaging with the business to grasp the requirements and collaborate effectively with the...
-
Dutch Speaking Customer Service for Mercedes-benz
hace 1 semana
España Patrique Mercier Recruitment A tiempo completo**_If you are an avid auto enthusiast, be part of our Customer Service team for Mercedes-Benz, one of the most esteemed automobile brands_**: We are looking for Dutch speaking talents who will be the primary point of contact for customer requests, representing Mercedes-Benz, the top German manufacturer of cars, buses, and trucks. Join a team dedicated to...
-
Norwegian Team Leader for The Nets Company
hace 2 semanas
España Transcom Spain A tiempo completoTranscom is looking for talented individuals like you to join our next-gen CX team! So let’s start something brilliant together: become a Team Leader for the well-known financial solutions provider - NETS. Are you a driven, result-oriented, and inspiring leader that is motivated by the responsibility over your team? Then we have the perfect vacancy for you...
-
Customer Lifecycle Manager
hace 1 semana
España Webhelp A tiempo completo**Location** - Málaga, Spain**Language** - Portuguese*** **Description**: - Ready to advance your sales career? Start working with a world leader in innovative cloud solutions and embark on a transformative journey with us at Webhelp. Seize the opportunity to unlock your potential and achieve extraordinary success! As a Customer Lifecycle Manager, you...
-
Customer Lifecycle Manager
hace 2 semanas
España Webhelp A tiempo completo**Location** - Málaga, Spain**Language** - Portuguese*** **Description**: - Ready to advance your sales career? Start working with a world leader in innovative cloud solutions and embark on a transformative journey with us at Webhelp. Seize the opportunity to unlock your potential and achieve extraordinary success! As a Customer Lifecycle Manager, you...
-
Customer Support Agent with Nespresso
hace 4 semanas
España Transcom WorldWide A tiempo completo**Location**:Spain, Malaga **Job category**:Customer Service Representative (CSR) **Language**:Norwegian + Swedish + Danish + English Are you motivated by providing a good customer experience? Then we have the perfect vacancy for you in the beautiful city of Málaga! We are looking for Norwegian, Danish and Swedish speaking individuals. Become a...
-
Customer Support Agent with Nespresso!
hace 2 semanas
España Transcom WorldWide A tiempo completo**Location**:Spain, Malaga **Job category**:Customer Service Representative (CSR) **Language**:Norwegian + Swedish + Danish + English Are you motivated by providing a good customer experience? Then we have the perfect vacancy for you in the beautiful city of Málaga! We are looking for Norwegian, Danish and Swedish speaking individuals. Become a...
-
Customer Services Agent
hace 2 semanas
España DAZNBet A tiempo completo**Role Purpose** Reporting to the Customer Services Team Leader, the Customer Services Agent role will provide a great seamless DAZN Bet service experience to our customers across the territories. The Customer Services function primarily focuses on proactively identifying opportunities to deliver a best-in-class customer experience by being the voice...