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Onboarding Team Leader with Spanish or Italian or Portuguese or French or Romanian job in Αθήνα bei Marco Scardella Recruitment

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Onboarding Team Leader with Spanish or Italian or Portuguese or  French or Romanian bei Marco Scardella Recruitment

Onboarding Team Leader with Spanish or Italian or Portuguese or French or Romanian

Marco Scardella Recruitment Αθήνα, GR Vollzeit
Erforderliche Sprachen: Italienisch (Einheimische/Zweisprachig) / Spanisch (Einheimische/Zweisprachig) / Französisch (Einheimische/Zweisprachig) / Portugiesisch (Einheimische/Zweisprachig) / Rumänisch (Einheimische/Zweisprachig)
25.000 € - 28.000 €/?t??

CBT is recruiting for a position of (Onboarding team leader) ENG + Italian or French or Spanish or Portuguese or Romanian


Responsibilities

 Analyze and prioritize tasks for employees. Maintain employee workloads to ensure customer onboarding requirements are met.

 Manage the onboarding call flow processes.

 Interact with Business Partners as needed including:

o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.

o Handle special Business Partner report requests.

o Keep abreast of anticipated program launches and changes.

o Inform Manager on all Business Partner interaction. 

 Analyse and manage onboarding program trends and progress recommend process improvement and enhancement opportunities for training customers in the onboarding process.

 Work closely with the client to know about and communicate of all process changes, software enhancements, new technology version releases, etc. to the team and the Operations Manager, ensuring the onboarding process and training incorporate all changes and updates.

 Thoroughly understand the onboarding workflow process to provide guidance, training and performance suggestions for team members.

 Develop, coach, support and evaluate the team; responsible for the development of the team:

o Hold monthly scorecard meetings.

o Provide feedback and coaching timely.

o Discuss and implement career development opportunities.

o Create and deliver performance reviews.

o Set up for all new hires (ID's and cubicles).

o Maintain discussion logs.

o Managing attendance.

o Administer disciplinary action as necessary.

o Recognize and reward excellent team performance.

o Employee engagement and moral building.

o Time sheet approval and submit corrections timely.

o All other matters as it relates to daily management of the staff.

 Work with Operations Manager on monthly business reports and process improvement initiatives as needed.

 Evaluate and coach back customer service skills in quality assurance process.

 Be a Subject Matter Expert about the client’s relevant products and services and proactively keep knowledge up to date with current and future enhancements/changes

 Ensure employees have the necessary training and job aids to perform their job responsibilities.

 Strive to continuously improve Touchpoint and Pulse Survey results and employee satisfaction.

 Be visible and available, interacting with the team as much as possible through team meetings, walking the floor, one-on-one meetings, etc.

 Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies.

 Support all Percepta Contact-Centre policies and procedures.

 Attend and participate in team meetings and Team Leader meetings.

 Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.

 Complete training courses as directed by Operations and/or Learning & Development.

 Maintain professional working relationships.

 Complete additional tasks / projects as needed. 

Systems Support

 Collaborate with multiple IT teams to ensure successful team deployment of new systems or current system enhancements.

 Perform user acceptance testing of system enhancements.

 Respond to inquiries regarding system errors, functionality, and enhancements.

 Propose new enhancements based on observations, and experience with the applicable processes. Education

 Further Education college or similar: A Levels/ Highers/ ONC Experience

 Must have experience in managing and coaching others and improving individual and team performance in a call centre environment

 Outsourced Inbound Contact Centre or Case Management experience would be an advantage.

 Through understanding of contact center technologies, CRM systems and their respective reporting systems – preferred.

Skills

 Ability to lead and motivate teams towards quality, quantity and development objectives, achieving required results as agreed with the client.

 Ability to monitor, give feedback and appraise direct reports, driving increased performance and achievement of objectives.

 Demonstrate initiative in leading the team and be seen to be a driving force within the centre, role modeling behavior in line with the Percepta Values.

 Able to meet targets and handle a high pressure environment through leading and managing others.

 Excellent computer literacy., proficient Microsoft Office (Word, Excel, PowerPoint and Outlook).

 Excellent oral, written and interpersonal communication skills.

 Excellent time management, planning and organisational skills.  Ability to break down silos and building cross team, site and brand relationships.

 Highly developed interpersonal skills and an understanding of what motivates people to commit and perform.

 Recognise the importance of balancing tasks (getting the job done) and people - ensuring that team members are focussed on their performance.

 Exhibit patience and tolerance and make decisions without prejudice.

 Demonstrate dependability by completing assignments and meeting commitments.
 Ability to perform in a fast-paced environment with minimal supervision.

 Good facilitation, negotiation and presentation skills.

 Understand the need for flexibility and strong team leadership when communicating and implementing change.  Detail-oriented with strong organisational skills, time management and planning.

 Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team.

 Must represent Percepta professionally with all clients and external organizations and contacts

Working Schedule: 09.00a.m-17.00p.m

Salary: 1850 euros x14 salaries a year

Performance bonus:Upon Performance

Contract:Permanent

Notwendige Fähigkeiten

  • Coordinator
  • Customer Service
  • Latin Languages
  • Onboarding
  • Team Leading
  • Work In Greece
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