Short Company Description
WeaEUR(TM)re part of one of the worldaEUR(TM)s largest banking groups and weaEUR(TM)re leading its best IT and Operations projects.
Central Europe Technologies (CE.T) is an expertise Shared Service Center for BNP Paribas Group, supporting subsidiaries across 19 countries and we are consistently expanding.
Located in Romania, with offices in Bucharest and Brasov, the company brings together over 350 employees, with expertise in a range of technologies (Java, .Net, COBOL, manual & automation testing) and various operational roles (credit analysts, collection officers, System Expert administrators).
Requirements
Team Leader Customer Service with French skills (Brasov)
We are looking for a Team Leader for our new Customer Service team!
The Team Leader will manage the operational and qualitative performance of the team working for our bank in Belgium, by cultivating a collaborative and solution-oriented approach and by responding effectively to the customersaEUR(TM) and stakeholdersaEUR(TM) needs. As a local leader, he/she stimulates the development of skills, motivation, and commitment of employees, while promoting team spirit and adaptability.
What We Are Looking For
aEURc Previous experience in Customer Service / Contact Center activities on a Team Leader or similar leadership role (minimum 3 years of relevant experience)
aEURc Mandatory language skills: proficient French skills (C1 level)
and advanced English skills (B2 - C1 level)
AEURc Proven Leadership Skills, Coaching And Mentoring Abilities
aEURc Results and customer orientation, experience in KPI monitoring and performance management
aEURc Excellent communication and interpersonal skills
aEURc Strong organizational and analytical skills, adaptability
aEURc Ability to work in a structured, deadline-oriented environment
aEURc Proficient knowledge of MS Office suite (Word, Excel, PowerPoint)
Responsibilities
Key responsibilities:
aEURc Ensuring compliance with service levels, quality standards, and processing
deadlines
aEURc Acting as a direct contact person and maintaining close cooperation with the BNPP partner
aEURc Serving as the first point of contact for Customer Service team members
aEURc Lead and coordinate daily Customer Service team activities, while growing the team and ensuring smooth workflows and a positive, collaborative environment
aEURc Provide clear direction on objectives and priorities while maintaining close engagement with the team through coaching sessions, feedback rounds, and performance appraisals
aEURc Monitoring performance and operational KPIs (call metrics, quality, efficiency, SLAs), preparing reports and propose improvements if needed
aEURc Training employees on processes, Customer Services systems and product knowledge
aEURc Ensure professional, solution oriented customer communication that aligns with BNPP PF standards
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