Our client is fully committed to improving the quality of life of our global community by developing household and healthcare products that are trusted and relied upon by consumers all over the world. Beyond their portfolio of well-known brands, they are also continuously recognized for their top results in sustainability, social responsibility, diversity and innovation. We are recruiting exceptional customer service representatives to immerse themselves in the brand and deliver a first-class service to our consumers.

As a Leader, you will be responsible for leading, coaching and developing a team of communicators/superheroes, providing omnichannel support for our client’s portfolio of products. You will use your expertise to ensure the delivery of superior customer service, advice and after care, maintaining your team’s performance against agreed quantitative and qualitative targets, to meet Client and Business objectives.

What will you do?

• Supporting initial training program for new staff
• Clearly defining daily and monthly qualitative and quantitative targets for individuals and ensure team understanding of these targets and that they are fully accountable
• Evaluating and proactively managing the performance of individuals and the team against all relevant qualitative measures and ensure that they are aligned to CPM and Client requirements
• Assessing and reviewing team’s and individual performance, through call assessments to identify key development areas and conduct minimum agreed levels of quality checks for all agreed qualitative areas of measurement
• Conducting regular team and individual meetings with all direct reports in line with CPM Contact Centre standards
• Ensuring that the team is fully briefed on all Campaign objectives
• Adhering to the quality escalation workflow as defined and highlight any issues to Client

Requirements

• Excellent people management skills, a strong team player with the ability to work with a varied level of CPM personnel.
• High level of English, both written and spoken
• Interested in learning new tools, staying up to date and develop new skills.
• Previous experience in management is a plus.
• Excellent coach with the ability to develop an individual’s performance at all levels.

Benefits

• Full time contract (40 hours/week)
• Fixed schedule: Monday to Friday (9:00 - 18:00)
• Transport allowance
• Being part of a constantly growing company & team, with endless opportunities for career development

• Office location: Bratislava

Salary: 1750 euro per month + performance bonus