TEAM LEAD (IT HELP DESK) (RUSSIAN + ENGLISH)

Skelbimo nr. 51012, įdėtas: 2010-10-16 · Perskaitė: 167

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Vieta:VilniusDarbo sritis:PaslaugosSkelbimo tekstas:SUMMARY:



This position has the responsibility for managing a team of Support Specialists handling customer service enquiries and agent support requirements that facilitate the money transfer process. The Team Leader is responsible for attainment of targeted KPIs and other metrics for their team at an individual & team level. Day to day real-time management of the team is required to ensure attainment of KPIs as well as historical data analysis to ensure KPI trends are being met and that a high standard of customer service is being maintained by the team.



YOUR KEY RESPONSIBILITIES WILL INCLUDE:



Identify, define, and implement policy and procedures for the enhancement of the Call Center Operation under direction of the Operations Manager

Manage, coach and motivate staff members to achieve high performance

Serve as an escalation point and information source for Call Center Operations staff, Network Agents and Commercial Operations Managers, with regard to existing and new country information, complaints and provide support for all new product introductions

Monitor staff performance by using real time management and historical data information in order to achieve Key Performance Indicators

Liaise with Account Managers to maintain and improve Agent Satisfaction within our region

Reduce costs for Shareholders by monitoring and managing Support Specialists KPIs and EDAs. Work on projects which will improve our efficiency and eliminate unnecessary volumes coming into the centre

Implement and enhancing Reward and Recognition programs in order to improve/maintain employee satisfaction

Recruit and select talented and customer- focused candidates to work within the organization

Support, assist and train Support Specialists in handling difficult customer issues

Liaising with different departments in order to work on key projects and provide support for campaigns

Act on Call Monitoring feedback provided by Quality team in order to enhance and improve Support Specialist’s performance

Hold regular structured one on one meetings with team members and prepare and follow through career development plan with each member



THE REQUIREMENTS:



Fluency in Russian and English is a must

- years prior inbound call center experience

PC literate

Ability to organize and disseminate a wide array of information to multiple users

Demonstrated supervisory experience, including coaching, is essential

Business and Supervisory Experience



As an independent company listed on the New York Stock Exchange, the employees of The Western Union Company® focus exclusively on serving our customers, growing our business and creating value for our shareholders. We provide a valuable service to millions of people around the world. Western Union is all about choice. We thank you for your interest in Western Union.



We offer a challenging, fast-paced and multicultural environment with the chance to grow! Say “Yes” to a “YES-company”!



If You are interested, please send Your CV in English with subject “TEAM LEAD (IT HELP DESK) (RUSSIAN + ENGLISH)” to cvLTstrategicstaff.com. Confidentiality guaranteed. Only selected candidates will be informed.Siūlomas atlyginimas (netto):Nenurodytas