Acting Contact Centre Team Leader - Yettel Bank

Your responsibilities:

• Responsible for organizing the work and results of the employees within the team. In doing so, applies the following management methods:
• defines goals,
• delegates tasks to associates,
• monitors the work results of associates,
• motivates employees,
• develops associates' knowledge,
• conduct company rules
• Reporting about Contact centre results
• Delivery of team sales, quality and productivity targets & indicators;
• People management and development, including all HR related issues;
• Call monitoring, evaluation of written communication, coaching and feedback, responsibility for delivery of defined customer experience in every contact;
• Compiling reports on team’s performance and customer feedback
• Build team spirit;
• Showing flexibility in tasks, including answering to customer requests by phone/email
• IVR management (announcements, continuity of functioning...)
• Participate in the planning and budgeting activities of Contact centre
• Performs other tasks at the request of the direct superior

For the good start, you will need:

• College or University preferred, High school at the minimum
• Fluent in English (written and spoken)
• At least 2 years experience in Customer Care/Sales area, understanding first lines processes
• Excellent knowledge of bank services and processes
• Excellent knowledge of Microsoft Office Programs (excel, ppt)

Personal attributes:

• Excellent organizational and communication skills
• Willing and able to bear high levels of responsibility: making decisions, being accountable
• Passion for business, innovation and improvements
• Positive attitude and excellent interpersonal skills, along with the ability to lead and  motivate others
• Knowledge transfer ability and excellent organizational and communication skills
• Ability to adapt to work with different personality types