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Main duties and responsibilities:
Support team members with questions around daily operations;
Manages team resources; coordinates leave, manages breaks and re-assigns responsibilities during team member absences.
Monitor the KPI's and SLA's and take necessary actions if these are not met;
Provide feedback to the Manager around the performance of team members and suggest on competencies of individual team members that need to be further developed;
Handles all queries with the best interest of both the Company and the Customer;
Managing Customer expectations and resolving complaints;
Build relationships with all areas in and outside of Operations to achieve the best result for our Customer;
Performing monthly and annual representatives' appraisals;
Responsible for interviewing and hiring customer representatives.
Requirements:
Has proven leadership track record;
Excellent communication and interpersonal skills;
Strong customer service focus; demonstrated ability to understand the customer’s business, issues and needs, proactively responding to customer requirements;
Strong leadership skills;
Excellent organizational, time-management skills;
Result orientation and an effective problem solving skills;
Flexible approach to working hours
Previous knowledge of Elavon procedures for customer servicing processes, and/or participation in LEAD programme will be an additional asset for the candidate.
What we offer:
Full-time position, employment agreement,
Work schedule: Monday - Friday between 7am-9pm,
Hybrid working model;
Excellent package including complex medical care, group insurance, Multisport card, language classes,
Highly professional, multicultural environment and high standards of work,
Professional training, opportunity to develop a career path in organizational structures, support in career planning,
Work in a dynamic team with a supportive inclusive culture and strong values,
Good atmosphere at work and comfortable working environment
Hybrid/flexible schedule:
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