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Russian Team Leader (M/F)

ManpowerGroup

07.11.2019 | Lisboa | Referência: 1996936

ManpowerGroup

  PARTILHAR






  
 


A ManpowerGroup recruta:

Russian Team Leader(m/f)


Descrição da empresa:
ManpowerGroup is recruiting a Team Leader (M/F) fluent in Russian and English, to work in Lisbon.

Local de trabalho:

Lisboa

Descrição de funções:


This new project in Portugal will provide day to day management of internet contents, ensuring a quality experience to millions of internet users.

Requisitos:

Responsabilities:

- Monitor and recommends/implements ways to improve customer satisfaction;
- Handle escalated and more complex customer service issues;
- Implement and provides input to development of service strategies, operational guidelines, and process reengineering;
- Identify training requirements and makes recommendations. Coordinates delivery of training, as appropriate, coaching and developing the Agents;
- Responsible for overseeing contract resources;
- Manage all Agents on the shift, ensuring a high quality, customer-focused service by all team members;
- Be the interface with Client representatives on regular basis
- Follow Client protocols and procedures
- Responsible for providing accurate reporting on all KPI metrics with evidence to support trends;
- Translate data into meaningful content and presents findings at meetings or to a specified group;
- Focus on and strive for continuous improvement/best practice in all aspects of the business;
- Ensure productivity balancing and continuous CSR performance across the team;
- Models and fosters a positive work climate consistent with company values while providing strong leadership.

Skills/Requirements:


- Fluency in English and Russian, written and spoken (mandatory);
- Ability to analyse data and identify trends & forecast potential problems or opportunities;
- Strong leader and coach and is able to give guidance to a support team (training, quality focal and Advisors) with excellent presentation skills;
- Problem solving (identifies anomalies and reports recommendations to management);
- Highly professional in their communication, articulate and is able to liaise with the external customer, providing a 1st class service with an aim to exceeding expectations;
- Good Customer Service to identify needs and requirements of business units supported;
- Project management with ability to work independently, requires little direction, is self driven and demonstrates initiative and is proactive;
- Analytical abilities to proactively identify areas for improvement on established processes and procedures;
- Leadership skills to coordinate team and support business units in developing and implementing solutions relating to Quality Management and Audit compliance.
- Schedule flexibility in order to be able to cover all operational working schedules if needed (24/7);
 
  



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