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Team Manager - Bulgarian - Cluj Napoca
Răspunde la anunțJujur. Honest, trustful, fair.
Transparency is key at Jujur. Our team is committed to deliver an honest and personal approach when it comes to recruitment solutions. Candidates and clients come to us as we take the time to really understand their needs.
We are upfront while setting realistic and achievable goals. We believe that treating others with fairness and dignity is the rain that helps them grow and be fruitful.
Position: Team Manager with Bulgarian
Location: Cluj-Napoca, Romania
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
- Continually review and monitor the work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, and using performance management tools, to manage any shortfall.
- Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s. Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices.
- Maintain an environment that supports the spirit of teamwork, where Advisors are committed, loyal, and take pride in working for the company; ensure actions from employee satisfaction surveys are implemented and continuously reviewed.
- Coach, develop, and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
- Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
- Ensure accurate and timely communication of any client/campaign issues to the Operations Manager.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
- Implementation of the GOS processes
REQUIREMENTS:
- Fluent in Bulgarian & English (C1)
- At least 6 months managing teams in BPO/BPS environment
- Computer literate related to software and hardware
- Impeccable disciplinary behavior
- Analytical thinking, flexibility, ability to work under pressure
- Strong communication skills, employee motivation
- Strong customer and service orientation and People-oriented
- Above-average target achievement in the most important project KPIs
- Structured way of working and Familiarity with ticketing systems
OFFER:
- Excellent remuneration package based on experience, skills and performance
- Guidance and tools to reach your full potential
- Sign-on bonus
- Relocation support (incl. 3 months company accommodation - 9 months financial rent support)
- Rewarding performance bonus structure
- Medical Subscription
- Wellbeing programs
- And many others!
Fii primul, care se va înregistra la oferta de muncă respectivă!
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