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Description

KEY RESPONSIBILITIES

 

  • To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
  • To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
  • To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.
  • To conduct regular 1:1 daily checkpoints and weekly PEPs.
  • Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.
  • To manage the workload of the team, motivating them to ensure that all KPIs are met.
  • Communicate effectively with the team ensuring that all messages and information are being communicated consistently.
  • Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
  • To manage client relationships where applicable.
  • To manage the day-to-day activities in the call center with your peers and the OMD team.
  • To ensure that agreed service levels for the support are consistently delivered across all lines of business.
  • To be flexible, independent, and innovative.
  • Communicate with Remote sites and Clients - on a weekly basis.

Requirements:

  • Fluency in English (B2+ / C1 level in both spoken and written) is a must.
  • A minimum tenure of 6 months at Foundever.
  • Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, MS Project).
  • Absence rate of ≤ 3% over the past 6 months.
  • Zero unauthorized absences in the past 6 months.
  • Minimum KPI score of 80% for the last 6 months.
  • No active disciplinary warnings.
  • This vacancy is exclusively open to River English Agents in an on-site role.