Customer Support Team Leader

Location: Conectys Bucharest Outsourcing Center

For our headquarters in Bucharest we are looking to take on board a new Team Leader for the Customer Support Division.

Consequently, if you are...

- Able to assimilate information and learn quickly, self-study oriented.
- Easily adaptable to new circumstances, technologies and procedures.
- Pro-active.
- Very accurate, focusing on quality.
- Well-organized and able to handle administrative tasks efficiently.
- Self starter, ambitious.

And, if you have …

- Excellent English skills and good knowledge of any other international language.
- Practical experience (at least 12 moths) in a similar position or in managing a team of at least 5 people (preferable in a call center), with sufficient understanding of People Management, Tools, Processes and Methodologies.
- Experience in a complex operational environment - ex. Customer Service, HelpDesk.
- Good team-leading and good interpersonal skills.
- Good communication skills, as you will be required to cooperate with other team members, people from other teams, your clients and external suppliers.
- A solution-oriented and client-focused attitude.
- Good analytical and problem solving skills.
- Technical mindset.
- Willingness to travel (10%).

Then … We are looking forward to meet you as you might be our new colleague!

As a Team Leader you will be in charge of:

ACCOUNT MANAGEMENT

- Consulting for the Client(s) in the start-up phase of projects by performing a Due Diligence study of the needs and by delivering detailed implementation reports.
- Managing day to day operational interactions with the Client(s).
- Coordinating day-to-day activities in order to meet or exceed Service Level Agreements.
- Reporting on the overall performance of the Helpdesk and suggest possible areas of improvement.

TEAM MANAGEMENT

- Define and manage the tasks, roles and responsibilities of the customer teams.
- Manage staff schedules, processes, and communication to ensure best-in-practice helpdesk standards
- Define and organize processes and use of tools.
- Cooperation with other teams and external suppliers.
- People Management.

We offer…

- A challenging and rewarding work environment
- The opportunity to interact with highly skilled professionals
- Professional work place and development opportunities
- A young and dynamic atmosphere
- Financial rewards according to your performance and involvement.