Team Manager

SİTEL ÇAĞRI MERKEZİ HİZMETLERİ LİMİTED ŞİRKETİ

QUALIFICATIONS AND JOB DESCRIPTION

At Foundever we are always on the lookout for fresh, new talent to join the team.

If you feel you are a natural leader and have a passion for seeing people grow, we want to hear from you.

Take a read of the below and register your interest now!

As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great. We advocate for a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients. 

It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team. It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.. You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures. By leading the way you will develop your team’s skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions. 

What we can do for you:

• Competitive wages (salary in euros)
• Fantastic learning and development opportunities
• Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals

Summary of responsibilities:

• Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved. 
• Follow a process of continuous review and proactive management of absenteeism and attrition for all advisors. 
• Continually review and monitor work performance of all advisors against agreed KPI’s. 
• Ensure advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values. 
• Facilitate a culture of open and honest two-way communication with all team members. 
• Ensure action from employee satisfaction surveys are implemented and continuously reviewed. 
• Coach, develop and motivate advisors by providing the skills and knowledge to perform their job. 
• Ensure appropriate actions are taken to improve client satisfaction survey scores.

 What we need from you:

• Evidence of effective interpersonal, coaching and leadership/supervisory skills. 

• Previous experience working in a call centre environment is essential. 
• Excellent telephone, computer/keyboard, verbal and written communication skills. 
• Good numeric and verbal reasoning skills. 
• Effective problem-solving skills. 
• Performance Management skills. 
• Client/customer management skills.