Team Manager Technical Support

Transcom är Europas mest geografiskt spridda bolag inom outsourcing av Customer Relationship Management (CRM). I hela Europa jobbar ca 13000 kommunikatörer på 33 språk för över 100 klienter i 28 länder på 55 olika service center.

For this project we are looking for a very enthusiastic, experienced (minimum 2 years) Teamleader

 

For the position of team manager we are looking for candidates with at least two years of managerial experience in the call center industry. You need to function effectively within a team, but because of our wide opening hours you can also work independently. As team manager you need to be flexible and decisive.

As team manager you are responsible for the results of your team in terms of quality and quantity, absenteeism and turnover. In addition, you are responsible for the atmosphere in your team and on the floor, for several reports and will have contact with our client. You will report to the Business Manager and work closely with our quality department.

 

We offer:


* A job with a high level of independence
* The challenge to contribute to the prolongation of success of the project



* * A unique experience to (indirectly) work for one of the most popular companies in the world.
* The ability to evolve into an all-round team leader

 

Work content



* Daily supervision and promoting the development of your advisors including:

Day to day Tier 1 and Tier 2 staff supervision



* Handle staff escalations

* Identify staff training and development needs

* Monitor and measure Advisor level performance

* Provide regular coaching

* Provide formal and informal performance feedback, both team based and one-to-one, and take

corrective action as required



* Hold regular staff meetings

* Support career path development for staff

* Promote positive employee behaviors by leading by example

* Mentoring, monitor and meet defined performance goals

* Roster team for phone coverage

* Measure and report on call centre performance

* Meet overall monitoring goals

* Meet standard performance goals

* Participate in hiring, and training development as needed

* Perform HR and Administrative tasks

* Conduct employee one on one’s and yearly focal reviews

 

Requirements



* Proficiency in team management skills to hold meetings and conduct performance reviews to help employees meet performance Targets

* Proficiency in employee development to assist employees in meeting the Performance Targets

through hiring, coaching, mentoring



* Ability to calibrate employee performance to the Performance Targets through monitoring and

coaching



* Ability to communicate and resolve issues that affect Performance Criteria

* Ability to share operational improvement and take action with other teams

* Ability to manage projects to improve employee performance

* Ability to handle escalations from employees on their team

* Ability to escalate issues to their supervisor or other internal departments

* Ability to lead employees on their team to performance of the Performance Criteria

* Demonstrated language fluency in English, and fluency sufficient to comprehend  training and  Procedures for all Advisors in English 

* Demonstrated ability to write in English

 

Skills:



* Have effective leadership skills impacting people behavior including those that do not report directly to you.

* Excellent interpersonal and teamwork skills

* Strong multitasking skills

* Strong Active listening skills

* Ability to work in dynamic situations

* Ability to work toward a goal

* Takes passionate ownership for advisor issues

* Takes passionate ownership for quality, competences and commitment

* Positive attitude emphasizing tact and diplomacy

* Ability to listen and identify root problems

* Outstanding verbal and written communication

* Have effective analytical skills to analyze results and make decisions based on facts and figures.

 

 


 


 

Do you fit into our profile and have you not responded in the last 6 months for a similar function?
Let us hear from you!

 

 

 

Send your letter + CV in English to (Business Manager) linus.vestervall@transcom.com and (HR) sara.berggren@transcom.com
(Please mention in the subject Team Manager BA61 + your name)



Deadline: Friday, august 4 2013