Détails de l'annonce
Référence:
66230
Publiée le:
16 avril 2018
Type de poste:
CDI
Lieu de travail:
Sousse Ville, Sousse, Tunisie
Expérience:
Entre 2 et 5 ans
Étude:
Bac + 3
Disponibilité:
Plein temps
Langues:
Anglais
Entreprise:
ULYSSE
Secteur: call center / télévente
Taille: Entre 20 et 100 employés

La société Ulysse, installée à Sousse depuis 2012, filiale d'un groupe français leader en Europe et spécialisé dans les relations humaines.

Description de l'annonce:

 

MISSION


We are looking for a skilled Team manager to supervise daily operations and personnel aiming for maximum efficiency. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent team manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a team manager, you must also have excellent customer service and communication skills.


JOB DESCRIPTION


* Develop objectives for the call center’s day-to-day activities

* Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

* Collect and analyze call-center statistics (sales rates, customer service metrics etc.)

* Assume responsibility of budgeting and tracking expenses

* Coach and provide training to personnel to maintain high customer service standards

* Monitor and improve ordering, telephone handling and other procedures

* Evaluate performance with key metrics.

* Prepare reports for different departments or upper management

REQUESTED PROFILE


* Proven experience as call center manager or similar position

* Experience in customer service is required

* Knowledge of performance evaluation and customer service metrics

* Solid understanding of reporting and procedures

* Proficient in MS Office and call center equipment/software programs

* Outstanding communication and interpersonal skills

* Excellent organizational and leadership skills with a problem-solving ability

* Positive and patient

* Higher degree in a relevant discipline will be appreciated

* English mother tongue, or fluent