Leading a team of 16 to 20 customer care representatives, and ensuring that they fulfill their goals and objectives. Project supervision and management –Orange Romania Project. Participation in the recruitment for new employees. Monitoring and evaluation of subordinates. Ensure regular feedback and coaching for each assistant, propose incentives and disciplinary measures. Generate Weekly-schedule. Limit-setting vacations, granting leave. Service-Level monitoring by daily reports Organising and proposals for teambuilding events, motivational activities .for the employees. Finding solutions in order to constantly improve customer service qualitative and quantitative parameters. Taking calls in critical situation when a customer wants to talk to a supervisor.
Offering full information and solutions to Orange Romanian customer care clients, through the dedicated info-line (444 & 411);). Promoting company’s image through attitude, knowledge, customer orientation and understanding customers needs. Selling products and services to clients. Provide support and assistance to less experienced colleagues.