Team Manager English - Brasov

• Track record: 2 years in working for a call center is desirable.
• Knowledge of English language at an advanced level (C1).
• Born Leader: having a strong will and leadership skills. Being a on the spot guy with a strong charisma and excellent presentation skills. Handling tasks and organizing them above all else based on the priority and deadlines.
• Result driven: Having the ability to analyze industrial metrics and to identify and develop plans both individually on emerging issues that impacts the both the customer and market. Having a strong knowledge of the business processes and procedures. To strive for quality as well as operational KPI`s as required by the management.
• Mentor: Transferring wisdom and knowledge and willpower to the team in order to meet their target both individually and team wise in accordance with the business targets.
• IT skills: Proficient knowledge of (Word, Excel, PowerPoint).
• Law-abiding citizen: To respect the company`s rules and regulations regarding the handling of data.

• Protector: Disciplinary responsible for the actions of each team member.
• Evaluator: Following and monitoring the performance of his team members in the areas of: Productivity, discipline, process adherence, customer satisfaction, schedule adherence and employee development / happiness.
• Mentor: to guide, teach and help agents by providing individual coaching feedback that focuses on improving the workflow as well as the communication and quality results of the customer support representative.
• Informant: Provide reports to the team and Management regarding the team performance. Responsible of reaching the operational and quality targets as well as to communicate them to the team.
• Traffic controller: Taking actions accordingly to the flow within the department (to manage inbound volume, to meet clients handling targets, as well as to provide breaks, or ask for overtime).
• Coordinator: Driving and holding regular meetings with the team.
• Compliant: Ensures compliance with company regulations with regards to Data Security and Protection Standards.

Teleperformance is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.

We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.

Teleperformance Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).