Descripción de la oferta
Duración de la oferta: hasta el 16/09/2019
* Manage and control.
* Training Administration aspects of a project, ensuring that defined and agreed deliverables are produced according to agreed schedules.
* Ensure strong employee engagement within the team including: day to day oversight,motivation, conflict management, training, wellbeing and performance, by providing coaching and skill development.
* Being responsible for quality supervision by listening to calls, monitoring all types of transactions and providing feedback to agents.
* Ensure appropriate performance management actions are taken.
* Taking ownership of escalated key points and provide updates to the team manager on any issues.
* Recommending and implementing new strategies to improve efficiency and provide excellent customer service.
* Developing /maintaining proactive/effective business relationships, both internally andexternally to ensure a seamless delivery of service.
* Be involve on Financial tracking: Budget Control /Forecast.
* Ensure proper communication / benchmarking and knowledge sharing between project teams.
* Attend and be prepared to lead internal and external meetings (including customer requirement gathering and presentations) and record notes/actions of meetings where formal records are required.
* Experience in a similar position, previous experience in French market.
* Experience in customer service, LMS administration, BPO, training and development.
* Excellent skills in Microsoft Office tools.
* Excellent language skills in French and English.
* Knowledge of team strengths
* Task & issues tracking
* High communication skills
* Process oriented
* Train and coach
* Permanent contract
* Salary: 25-30K (incl. benefits like language courses, restaurant tickets)
* Induction training of 2-3 weeks
* Management of team of 8 agents
* Working hours: Monday to Friday 9:00-18:00 (incl. 1,5 hours break)
* Extra payment (120€/day) plus one free day when working on Spanish/Catalan public holidays (you will follow the French calendar)
* 23 vacation days
Atención al cliente
Categoría o nivel