Detalii loc de munca
Our client is a recognized leader in business process outsourcing (BPO). It's proposition is simple: it delivers value to their clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes. Tasks: * Prepare for and deliver regular coaching sessions focused on quality of calls and performance metrics. * Identify and communicate trends or areas of opportunity for the development of call center front line staff members. * Organize call calibration sessions with other coaches. * Provides one-on-one and group training/ retraining as required. * Aids in new hire training. * Ensures that maximum quality is being achieved at all times. * Assist the business by taking inbound calls as per service level requirements. * Regularly update own knowledge of new products and procedures.
The ideal candidate: * Experience in the field of quality monitoring. * Minimum of two years experience in call center industry. * Proven superior customer service and sales skills. * Coaching experience. * Training experience and/ or adult teaching experience is a definite asset. * Strong oral and written communication skills, in both (1) Italian and (2) English * A detail-orientation and strong organizational and planning skills. * Excellent computer skills, including proficiency with MS Word, MS Excel, PowerPoint and Outlook. * Strong adaptability to change and the ability to cope with deadlines. * The ability to be a team player. * An energetic and enthusiastic attitude. * Post-secondary education or equivalent.
Nivel minim de educatie necesara Diploma de facultate