Call-center superviser

Call-Center Superviser.
Duties and responsibilities:

• managing the daily running of the call centre;
• monitoring random calls to improve quality, minimise errors and track operative performance;
• reviewing the performance of staff, identifying training needs and planning training sessions;
• recording statistics, user rates and the performance levels of the centre and preparing reports;
• handling the most complex customer complaints or enquiries;
• organising staffing, including shift patterns and the number of staff required to meet demand;
• coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;


Entry requirements

1+ years of relevant work experience, including any experience with a strong customer focus.
Advanced level of English, Romanian and Russian languages is obliged.
Candidates need to show evidence of the following:
• excellent communication and problem-solving skills;
• a strong customer focus and an ability to work well in teams;
• an excellent telephone manner;
• a desire to help others work towards targets and develop their skills;
• leadership skills and the ability to motivate and develop staff;
• confidence and a good business sense;
• the ability to set, meet and exceed targets;
• the ability to manage change.


For the right candidates we offer fair salary, benefits package, good working conditions and possibility of career advancements.

Interested candidates can send their CV, included the job title in the subject line at: olga.demcenco@amayamoldova.com
Deadline: 13.12.12