Détails de l'annonce
Référence:
170237
Publiée le:
6 janvier 2023
Type de poste:
CDI
Lieu de travail:
Tunis, Tunisie
Expérience:
Entre 2 et 5 ans
Étude:
Bac + 3
Rémunération proposée:
1600 - DT / Mois
Disponibilité:
Plein temps
Langues:
Anglais
Entreprise:
NATIONAL PEN
Secteur: communication / publicité / média
Taille: Plus de 500 employés

National Pen is part of the Cimpress Group and specializes in marketing promotional products for small and medium businesses. We provide professionals and individuals all kinds of personalized advertising objects to enable them to develop their image and their activity. Our business is generated by the combination of online marketing, mailing and telemarketing, and most of our customers' orders are produced in our production facility in Ireland. We marketed our products in more than 22 countries in Europe.

Description de l'annonce:

 

Job Title:   Contact Centre Supervisor – Recovery Care Team

Report to: Global SME Manager

Location: Tunis

Overview of Role:

Reporting to the Global SME Manager and assisting in establishing our new Recovery Care Team which to serve the US & European Markets.

The supervisor will be responsible for all aspects of the operation onsite Tunis working closely with the Global Mgt. They will work to ensure that the team is successful in achieving targets and overall goals to recover cancelled sales and provide solutions for customers. At all times the Supervisor will ensure there is a service-orientated and professional team working environment.

The supervisor will be the onsite support for the team in all areas of the business.

 

What you will do:

 

  • The successful candidate will work alongside global mgt to oversee the operations of the Recovery care team onsite in Tunis.
  • Reporting daily on team performance and targets, ensuring that the team both meet and exceed the targets as outlined by senior management.
  • Responsible for team reports, KPI’S and commissions.
  • Collaborate with the Global training team to ensure all agents have the skills and knowledge to succeed.
  • Ability to work independently under the direction of the Global SME manager.
  • Provide coaching and guidance to all recovery care team members.
  • The Supervisor has the responsibility to motivate and inspire the recovery care team to surpass their potential.
  • Responsible for the performance management of the team and that team members receive relevant and timely feedback on an ongoing basis.
  • Organizing the workload for the team and ensuring that the right resources are available.
  • Facilitation of communication cross-functionally among the members of team and resolve issues as they arise.
  • Promote an enthusiastic and competitive atmosphere within the team, increasing motivations and results.
  • Always ensuring that National Pen internal policies and procedures are adhered to.
  • Conduct weekly team meetings with both the agents and with the Mgt.
  • Continuously strive to deliver the highest quality of service to both internal team and external customers.
  • Ad hoc projects as directed by the management team.
 

 

What we need from you:

 

  • A minimum of 1 year experience as a Supervisor, team lead or coach in a Contact Center environment is required
  • Previous experience in Sales or Customer Service is required
  • ​English: High level of communication skills both Verbal & Written essential.
  • Flexibility of working hours, availability to work across 2 shifts.
  • Excellent attendance record is required.
  • Desire to work as part of a global team involved in a new project.
  • Ability to work independently with direction from Management.
  • To be solutions, sales, and service minded.
  • Natural flair for coaching, motivating, and interacting with people.
  • Knowledge of all operating systems and tools like Oracle, Matrix, etc.
  • Excellent administration skills with high attention to detail is a must.
  • Good organizational skills and ability to prioritize work.
  • Ability to work to tight deadlines & multi-task effectively.

 

About National Pen

National Pen’s personalized promotional products are created for and inspired by small businesses. With more than 50 years of experience and serving 23 countries worldwide, National Pen provides personalized marketing solutions that help businesses connect with their customers through a personal brand experience. National Pen offers a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories, and operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.