Praca: Customer Service Team Leader with English

Customer Service Team Leader with English
Location:Katowice

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the worlds biggest brands — and we have fun doing it. Now, were calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

Responsibilities

  • Control and support all specialists in respective functions
  • Analyse different processes KPI’s from Customer Relationship Management system or provided by Process Control to guarantee SLA’s or propose process improvements,
  • Manage the team (up to 15) in B2C area
  • Analyse performance of the subordinators to ensure that all necessary tasks are completed in accordance with specifications and deadlines
  • Drive people related agenda (target settings, appraisal process, building talents,
  • Ensure proper backup structure and succession planning
  • Training and development of reporting team
  • Leading the agenda of issue solving and monthly meetings 
  • Review escalation tickets, assisting the team when either they cannot fulfil SLA’s or have any problem
  • Ensure smooth and efficient customer service processes

Minimum Qualifications:

  • Excellent communication and analytical skills
  • Knowledge of the English language at the level of min. B2
  • Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry or familiarity with project management
  • MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
  • Experience in handling customers within service/technical fields
  • Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication
  • Excellent organizational skills and detail-oriented approach to problem-solving

What can we offer?

  • Attractive salary;
  • Stable job offers - employment contract,
  • Work in a multicultural and diverse environment with employees from over 30 countries
  • Professional trainings and great career development opportunities -free access to our award-winning learning platform,
  • benefits such as Insurance, Luxmed, Multisport, additional vacation days, biking policy.

 

Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates.
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    Dodane: 2022-09-29

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