Germany
- Supporting Real Time with cover where applicable and ensuring team adherence from agents - Manage a team of approx 30 agents to performance effectively - To build and maintain a positive working culture which promotes - Coaching and development of agents to maximise performance in line with SLA’s and KPI’s - Generation of statistical and operational reports - Reviewed performance and identified training needs - Setting the quality standards - Supervised and motivated a team of 24 agents
- Manage a team of approx 6 Supervisor to performance effectively - Ensure and improve performance, productivity, efficiency and profitability - Plan, direct and coordinate the operations of Sales and Support unit. - Communication of information to team and internal and external customers - Support the Recruitment Team – taking an active part in the call centre recruitment process - Positively embrace and promote the effective implementation of change - Conducts staff meetings with Team Managers to resolve problems or trends that have been identified to ensure the goals are met. Communicates new information to Team Leads as required - Manage and maintain accurate records of absence, lateness, conduct and employee development in line with company policies and procedures working with the HR department
- Supporting Real Time with cover where applicable and ensuring team adherence from agents - Manage a team of approx 20 agents to performance effectively - Generation of statistical and operational reports - Recommendations of process improvements and the enhancement of customer experience - Identify training needs and working with the Training Department to ensure that the agents have the skills to carry out their roles effectively - Develop and maintain relationships with other departments to ensure accurate and up to date knowledge of current operational issues
- Supporting Real Time with cover where applicable and ensuring team adherence from agents - Manage a team of approx 30 agents to performance effectively - To build and maintain a positive working culture which promotes - Coaching and development of agents to maximise performance in line with SLA’s and KPI’s - Generation of statistical and operational reports - Reviewed performance and identified training needs - Setting the quality standards - Supervised and motivated a team of 26 agents