Where: Bucharest (Romania)
Extent of Work: Full Time
Click here to apply in English
About the role
As a Team Leader, your primary role will be to coach and support your team members to deliver high quality customer services for inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident. To helping drivers, find their way to an important meeting or their holiday destination. To do this you will be trained to use some of the most advanced technology available today.
Manage, develop and motivate a team of 10-15 advisors to provide a quality advisory and emergency service to customers.
Lead and develop team members in way that creates an engaged and values driven environment for our staff.
To lead and support team members in terms of process and product knowledge and efficiency and escalate areas of inefficiency and improvement to the Team Manager.
To deliver and meet individual and company quality standard by driving performance through training, feedback and coaching.
Listen to calls and score according to agreed metrics and use as the basis for feedback to team members for both reward and development
Provide verbal / written feedback on performance through the performance appraisal system.
Provide 1-2-1 support to team members engaged with an emergency calls and be willing and able to take control if required.
Manage the case management process for resolving operational issues.
12 months’ team leading experience in a contact centre environment, where motivating and coaching staff was a significant feature of the role.
A further 12 months’ experience of customer services.
Coaching and mentoring skills, aware of principles, practices and limitations and be able to use and train others in their appropriate use.
A proven track record of leading teams to meet or exceed targets and KPIs.
Ideally you will be educated to A Level standard, baccalaureate or university entrance standard. Applications from graduates would be particularly welcome.
Have business level English and native level in one of the following:
Hungarian or Slovak.
Be able to work a fully flexible 24/7 pattern, including nights, weekends and public holidays.
This role involves the use of PC advanced telephony work, and you must be a confident user of both.
Have an ability to quickly develop a rapport with our customers, emergency services over the phone.
A drive for excellent customer service.
The sensitivity and professionalism to effectively manage pressurised situations.