Ранвей Україна, ТОВ
Вакансия от 15 февраля 2018

Team Leader for the Customer Relations (CR) department

Ранвей Україна, ТОВ   
Вид занятости:
полная занятость
опыт работы от 1 года, высшее образование

Описание вакансии

International company is searching for the high professional Team Leader to support the team of great Customer Relations (CR) agents in the sphere of Aviation.

Required Knowledge/Expertise/Experience:

  • Experience of working within NA product for a minimum of 1 year
  • English B2-C1
  • Experience in a managerial role in a similar environmentor close to it
  • Available to work weekdays, evenings and weekends as business requires.

• Strong interpersonal skills.

• Ability to mentor and coach others.

• Great attention to detail.

• Hands on approach to work.

• Problem solver.

• Self-motivated with a positive attitude.

Job Responsibilities:

  • Lead and manage a team of CR agents, ensure targets set by the higher management are met, and set personal goals for members of their own teams.
  • Review and monitor existing CR claims handling practices and coach customer relations Super-Users on how to resolve issues, claims and new instructions.
  • Ensure the smooth running of the CR department including day-by-day assignment of CR activities to CR agents working in this area.
  • Ensuring the team members adhere to Quality guidelines and that all key performance indicators (KPIs) are achieved.
  • Continuous management of ALL CR business including claims, phone and social media to meet agreed levels of quality, quantity & KPIs.
  • Ensure that employees follow their schedules properly and report to Senior TL.
  • Continuous Coaching of team members to ensure each aspect of their work meets the required standards.
  • Providing reports on CR activities as outlined by direct supervisor.
  • Completion of regular CR agent performance and quality reviews.
  • Ensuring that all agents receive and understand the regular CR communication updates which relate to changes in how CR queries are responded to and actioned.
  • Identifying training/coaching needs and working with those responsible for training to identify effective solutions.
  • Liaise with other administrative and technical departments to ensure smooth and efficient «way of work» processes.
  • Being flexible within the responsibilities defined in this role as listed in the job description or as will be defined from time to time by your immediate superior.
  • Ensure client is delivered agreed level of service and quality at all times.

We offer YOU:

  • Training and experience with one of the leading airline company in Europe
  • Job in an international, young and inspiring environment
  • Safe and caring employer with a lot of experience in the field
  • Competitive salary, connected to Euro
  • Official registration according to Ukrainian legislation (trudova) from day one
  • Paid vacation and sick leave according to Ukrainian legislation
  • Career opportunities
  • Opportunity to become an important part of our big Runway family
  • Modern office near underground station
  • Free medical insurance after being 1 year with the company
  • Happy Friday snacks and treats for our employees each Friday

About Runway: http://www.runwaybpo.com/

Runway SIA was established in 2004 by a group of Norwegian investors with wide business experiences from the Nordic and Baltic area. Now Runway is a leading provider of outsourcing services to Scandinavian and European companies. With a number of multinational companies as customers and services in 14 languages, the company is about to become a major European player in this business area. We have clients in tourism, technology, IT and finance.

Currently Runway is experiencing strong growth and demand for its services. We have offices in Norway, Estonia, Latvia, Lithuania, Spain and Ukraine with approximately 600 employees who work every day on our main objective: to optimize contact between our clients and their customers.

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