Team Lead with Croatian - Relocation Package

Responsibilites:

• 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 work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, 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 practice.
• Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey 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 Operations Manager. Ensure appropriate actions are taken to improve client satisfaction survey scores.
• Implementation of the GOS processes.

Ideal Candidate:

Education:

Preferable college degree or related work experience.

Languages proficiency:

• native/ advanced level in Croatian.

Experience:

• At least 6 months experience in the call center industry.
• Computer literate related to software and hardware.

Skills:

• Impeccable disciplinary behavior.
• High level of self-motivation.
• Analytical thinking, flexibility, ability to work under pressure.
• Strong communication skills, employee motivation.
• Strong customer and service orientation.

Knowledge:

• People oriented.
• Above average target achievement in the most important project KPIs.
• Structured way of working.
• Familiarity with ticketing systems.
• Early adopter of technology.
• Dependable, reliable and able to perform duties with minimum supervision.
• Ability to interact positively with peers and supervisors.

Relocation package(if needed) and our offer to you:

• Transportation nightshifts until the accommodation.
• 6 months accommodation.
• Up to 200 EUR refund from the first travel to Romania.
• After the first year, 200 EUR refund for a travel home.
• Meal tickets (30 RON/day).
• Private medical package.
• Paid professional training.
• Internal development opportunities - career path.
• Discounts with our current partners.
• Access to the 7card by Gympass monthly subscription.
• Employee assistance/wellbeing program subscription.