115136

Team Leader la XL WORLD A XEROX COMPANY

Team Leader at XL WORLD A XEROX COMPANY

  • România, Oradea
  • România, Oradea
  • Romania, Oradea
  • Romania, Oradea
Deblocheaza date contact
Traduceri ale CV-ului
80%
  • Ultima actualizare: 10.09.2014
  • Numar referinta: 115136

Experienta

  • ianuarie 2008 - iulie 2014

    Team Leader, XL WORLD A XEROX COMPANY

    • Oradea, România
    • Full time
    • Domeniu - Vanzari: Serviciu clienti

    Team Leader
    septembrie 2012-iulie 2014
    Albania-Shkodra
    
    Responsabilitati:
    ⦁Coordonarea si sustinerea echipei de 80 de persoane pentru obtinerea celor mai bune rezultate
    ⦁Raportare zilnica (numar apeluri preluate/abandonate, calitatea apelurilor)
    ⦁Planificarea, organizarea si monitorizarea activitatii operationale a agentilor, prin monitorizarea permanenta a activitatii acestora, coordonarea intalnirilor de lucru si acordarea de feedback continuu in timpul lucrului si intalnirilor lunare
    ⦁Monitorizarea indicatorilor de performanta pentru fiecare proiect/client, activitatea fiecarui agent si raportarea catre Call Center Manager
    ⦁Efectuarea periodica de sesiuni de instruire, feedback, share best practices, sesiuni de role play cu agentii, in vederea imbunatatirii performantei pe campanii
    ⦁Monitorizarea si analizarea aderentei la program si transmiterea catre departamentul HR/Finante pentru pontajul lunar. 
    
    Am lucrat pentru clienti precum Telecom Italia, Vodafone Italia, Hera Comm (energie electrica
    si gaz metan), Banca Mediolanum, Wind, Google, etc.
    
    Team Leader
     2008- 2012
    Romania-Oradea
    
    Responsabilitati:
    ⦁Supravegherea si coordonarea tuturor actvitatilor din call center
    ⦁Creearea unei structuri organizationale
    ⦁Participarea la training-uri motivationale si de leadership
    ⦁Furnizarea informatiilor precise si complete catre departamentele de resurse umane, contabilitate, IT privind desfasurarea activitatii
    ⦁Intocmirea rapoartelor periodice pentru a le prezenta superiorilor si autoritatilor avizate 
    ⦁Mentinerea confidentialitatii asupra proiectelor in derulare
    ⦁Rezolvarea urgentelor sau a situatiilor critice
    ⦁Organizarea de tem building-uri  si strategii de imbunatatire a activitatii fiecarui angajat dar si a intregii echipe
    
    
    
    
    
    

  • mai 2006 - ianuarie 2008

    Responsabil de grup/trainer telemarketing si teleselling, XL WORLD A XEROX COMPANY

    • Oradea, România
    • Full time
    • Domeniu - Vanzari: Serviciu clienti

     Instruirea si pregatirea viitorilor operatori de telemarketing, training comunicare.
    Ca si responsabil de grup aveam datoria de a ghida si ajuta  persoanele aflate deja in productie, intocmirea rapoartelor zilnice privind prezenta, rezultatele obtinute, fise de evaluare ale angajatilor aflati in grupul meu.
    

  • ianuarie 2000 - aprilie 2006

    Barman/ospatar/ajutor bucatar, PIZZERIA ROSTICCERIA LAINA

    • Oradea, România
    • Full time
    • Domeniu - Servicii: Restaurante

    				Responsabilitati:
    				Servirea clientilor la bar, debarasarea meselor, incasarea 					banilor.
    

  • ianuarie 1998 - aprilie 1999

    Secretara, SC ROMFAKTOR SRL

    • Oradea, România
    • Full time
    • Domeniu - Marketing: Marketing

    Evidenta documentelor din companie, asistenta in cadrul magazinului de prezentare pentru vanzarea produselor, organizarea si coordonarea prezentei si a activitatii angajatilor din cadrul magazinului de prezentare, transferul apelurilor catre departamentele de competenta.

Educatie

  • 1993 - 1997

    Liceu / scoala profesionala, Liceul Teoretic Lucian Blaga

    • Oradea, România

Limbi straine

Engleza
Avansat
Franceza
Incepator
Italiana
Avansat
Romana
Nativ
80%
  • Last update: 10.09.2014
  • Reference number: 115136

Experience

  • January 2008 - July 2014

    Team Leader, XL WORLD A XEROX COMPANY

    • Oradea, Romania
    • Full time
    • Work domain - Sales: Customer service

    2012-2014-I have been detached in Albania for this period and I worked as a team leader with  the following responsabilities:
    ⦁ Coordination and support team of 80 people for getting the best results
    ⦁ Daily report (total calls taken / abandoned call quality)
    ⦁ Planning, organizing and monitoring the operational activity of agents by constantly monitoring their activity, participate at coordination meetings and providing continuous feedback during work and monthly meetings
    ⦁ monitoring performance indicators for each project / client, work agency and reporting to Call Center Manager
    ⦁ Organizing periodic training sessions, feedback, share best practices, role play sessions with the agents to improve performance on the campaigns
    ⦁ Monitoring and analyzing adherence to schedule and sending department HR / Finance for monthly timesheet.
    
    2008-2012-I worked in Romania-Oradea as a team leader with the following responsabilities:
    
    ⦁ Intense Supervision and coordination of all the call center
    ⦁ Creating an organizational structure
    ⦁ Participation in trainings and motivational leadership
    ⦁ Providing accurate and complete information to the departments of human resources, accounting, IT regarding the activity
    ⦁ Preparing periodic reports for presentation to superiors and authorities approved
    ⦁ Maintaining confidentiality of ongoing projects
    ⦁ Resolving emergencies and critical situations
    ⦁ Organizing team buildings and business strategies to improve the activity of each employee and the whole team's one
    I worked for clients such as Telecom Italia, Vodafone Italia, Hera Comm (power and natural gas), Banca Mediolanum, Wind, Google, etc.

  • May 2006 - January 2008

    Group coordinator/telemarketing and teleselling trainer, XL WORLD A XEROX COMPANY

    • Oradea, Romania
    • Full time
    • Work domain - Sales: Customer service

    Training and preparation for future telemarketing operators, communication training.
    As the group responsible I had the duty to guide and help those already in production, preparing daily reports on the present results, employee evaluation sheets for the agents in my group.

  • January 2001 - January 2006

    Bar tender/waitress/kitchen help, PIZZERIA ROSTICCERIA LAINA

    • Oradea, Romania
    • Full time
    • Work domain - Services: Restaurants

    Serving customers at the bar, ridding meals, collecting the money

  • January 1998 - April 1999

    Secretary, SC ROMFAKTOR SRL

    • Oradea, Romania
    • Full time
    • Work domain - Marketing: Marketing

    Record the company'S documentation, assistance in the store presentation for selling, organizing and coordinating the activity of the employees fworking for the store, transfer calls to departments competence.

Education

  • 1993 - 1997

    Highschool, Liceul Teoretic Lucian Blaga

    • Oradea, Romania

Foreign languages

English
Advanced
French
Beginner
Italian
Advanced
Romanian
Native