JOB DESCRIPTION
In your role as a supervisor, you will be the first point of contact for the agents and you will work closely with the management of the customer service department to ensure the best possible process and support for our customers.
Together with the other supervisors, you will take on the management and shift management in day-to-day operations and therefore you will know every agent in the team. You are responsible for the professional and administrative management of around 10-15 agents.
What you’ll do:
- Expert support of the CS agents (Subject Matter Expert);
- Independent management and organization of the shift, ensuring that everything runs smoothly during the shift;
- Independent analysis of team performance (qualitative and quantitative targets);
- Monitoring main KPIs (Key Performance Indicators) and ensuring they are met; finding solutions and opportunities for improvement;
- Constant update and documentation of work processes with the goal of further development through continuous process optimization;
- Performance management of team, conducting feedback discussions to support and develop employees;
- Employee motivation and engagement;
- Participating in or conducting job interviews; onboarding of new agents.
Are you the one?
- 3-5 years of working experience in a management position in the field of customer service;
- Bachelor Degree or Master’s Degree in Management, Communication or Public Relations is a plus;
- Fully proficient in English and native in Romanian;
- Experience in managing a team of 5-15 members;
- Ability to take control in difficult situations and make decisions without supervision;
- Solution-oriented approach;
- The ability to think and act in a customer-oriented manner;
- Good organizational skills, assertiveness and empathy ;
- Stress-resistance, high self-motivation, and above all flexibility;
- Strong communication skills and you enjoy motivating, promoting, and supporting employees;
- Good computer skills, confident use of common office programs;
- Willingness to work on different shifts scheduled between 10:00 - 23:00, from Monday to Sunday.
Here is our offer:
- A challenging environment that will stimulate you to grow as a professional;
- Opportunity to begin your development in the supervision and management field;
- A competitive salary;
- Contribution for lunch;
- Premium Health Insurance;
- A dynamic work environment with a culture that is open, innovative, and performance-orientated;
- Fresh fruits and drinks.
