Senior Team Leader (customer support)

Simply Contact is an international company in the field of customer support that works with clients all over the world and is one of the leaders in this field.

We help companies stay competitive, improve service quality and customer efficiency through quality and omnichannel customer support outsourcing. Our clients include WizzAir, Bolt, YvesRocher, METRO and others. The company has been on the market for 10 years, more than 550 employees in 5 locations in Ukraine and Poland.

Our international awards and recognitions:

• Gold Winner — Best Crisis Management Approach by European Contact Center & Customer Service Awards (ECCCSAs) — 2022;

• Silver Stevie Award for Contact Center of the Year — 2023.

We invite to our team Senior Team Leader.

We offer:

• Stable salary (rate + monthly bonus);

• Convenient hybrid work schedule: Mon-Fri — 09:00 — 18:00/10:00 — 19:00;

• Opportunity for growth and development in a dynamic international company;

• Comfortable working conditions: a cozy office, a rest area for employees, the possibility of remote and hybrid work;

• Corporate English language training;

• Friendly and empathetic team, open culture of communication.

Your responsibilities will include:

• Hight level of communication with internal and external teams;
• Presentations preparation;
• Analysis of KPI Health, development and implementation of improvments;
• Caring for the team and its efficiency or quality risks, that may appear;
• Work with the schedule: weekly adjustment of a schedule in accordance with reprohnosis procedure;
• Work with agents and management team, conducting necessary meetings to ensure clarity of processes and effectiveness of a team;
• Financial reports — submission, tracking and control of agent hours, salary, bonuses;
• Providing guidance and mentorship to junior staff members.

What we are looking for:

• Experience in call center/ support service from 1 year;
• Data analytic basic skills. Understanding of outsourced contact center and client support working principles;
• High self-organization, discipline, punctuality, and responcebility for the team;
• The ability to self-learn, developed communication and management skills, analytical thinking, problem-solving oriented mindset;
• English — B2/C1, public speaking skills is important;
• Experienced Microsoft office user, such as PowerPoint, Excel, Word, especially online documents.

Send your CV with the salary expectations and we will contct you.

Our telegram https://t.me/simply_contact

Our instagram https://www.instagram.com/accounts/login/

Our website https://simply-contact.com/ru/about/

067 — 247 — 09 — 48Показати телефон — Nina (Viber/Telegram)