Your future role:
Responsibilities
• Build team spirit, participation, and recognition among individuals by providing
regular feedback on performance
• Deliver and encourage two-way communications within the team, including the
effective delivery of team briefs, huddles, and 1-2-1s
• Conduct regular quality assessments with each team member, 1-2-1s, annual
performance reviews, setting objectives and development plans
• Manage and resolve conflict
• Identify and develop individuals
• Based on tasks reviewed, provide feedback and coach Advisors to improve
performance to meet and exceed agreed standards
• Participate in the recruitment process to ensure candidates have the correct
language level and skills for the role
• Provide quality service to our customers within established quality guidelines
• Exercise empowerment when accommodating a customer within guidelines
• Standardize procedures to improve efficiency
Communication
• Promote a positive image of the organization in all communications
• Create and maintain effective working relationships with colleagues and Client
representatives
• Communicate effectively with key stakeholders across the account
• Speak to team members and customers with empathy and understanding
• Advocate cultural sensitivity – adapt discourse to suit customer
Support by Management
• Daily briefings
• Monthly one-to-one (F&D) sessions, alongside quality & performance reviews
• Regular coaching sessions
Account specifics:
This is a multi-channel support role, with a strong focus on:
• Email & back-office activities
• Social media interactions
• Voice support
Benefits:
• Competitive salary
• Monthly performance bonus
• 30 RON meal tickets
• Cost of a monthly subscription for public transportation (2 urban/metropolitan
lines)
• Relocation package of 500 EUR gross/month for the first 6 months (for candidates
who need to relocate