Team Manager Customer Care

hace 2 meses


España Alorica A tiempo completo

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



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