12 months’ team leading experience in a contact centre environment, where motivating and coaching staff was a significant feature of the role.
Coaching and mentoring skills, aware of principles, practices and limitations and be able to use and train others in their appropriate use.
A proven track record of leading teams to meet or exceed targets and KPIs.
Have business level English and Bulgarian
This role involves the use of PC advanced telephony work, and you must be a confident user of both.
Have an ability to quickly develop a rapport with our customers, emergency services over the phone.
A drive for excellent customer service.
The sensitivity and professionalism to effectively manage pressurised situations.
Be part of something new, join our team in Bucharest!
About the Role:
As a Team Leader, on the OnStar account, your primary role will be to coach and support your team members to deliver high quality customer services for inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident. To helping drivers, find their way to an important meeting or their holiday destination. To do this you will be trained to use some of the most advanced technology available today.
Manage, develop and motivate a team of 10-15 advisors to provide a quality advisory and emergency service to OnStar subscribers
Lead and develop team members in way that creates an engaged and values driven environment for our staff.
To lead and support team members in terms of process and product knowledge and efficiency and escalate areas of inefficiency and improvement to the Team Manager.
To deliver and meet individual and company quality standard by driving performance through training, feedback and coaching.
Listen to calls and score according to agreed metrics and use as the basis for feedback to team members for both reward and development
Provide verbal/written feedback on performance through the performance appraisal system.
Provide 1-2-1 support to team members engaged with an emergency calls and be willing and able to take control if required.
Manage the case management process for resolving operational issues.
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across multiple continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.
Excellent relocation support.
A modern fun, dynamic and challenging work environment.
Team building activities and networking opportunities.
Competitive bonus incentive.
Professional and professional development.