S8 S.A. - dynamically developing Outsourcing Customer Service Center.
Since 2014, we have been creating the face of the Call Center industry. We are distinguished by dynamic development, a well-coordinated team of employees and a great working atmosphere. We currently employ over 350 people and we are constantly growing further.
Since 2014, we have been creating the face of the Call Center industry. We are distinguished by dynamic development, a well-coordinated team of employees and a great working atmosphere. We currently employ over 350 people and we are constantly growing further.
Team Leader
Main Purpose of the Role:
- Responsible for the direction, motivation and performance of a team of Sales Agents
- To maintain and develop knowledge, skills and behaviour of the team, taking responsibility for the team’s productivity, KPIs and performance issues.
- Effective day to day deployment of staff resources in order to match call demand, maximising efficiency and achieve agreed Service Level KPI’s across the P&O Ferries Contact Centre operation
- Supporting the Resource Planning and Reporting Manager with forecasting, scheduling, and reporting using Teleopti Workforce Management System (WFM) and Cisco UCCX
Knowledge & Skills - Essential:
- Minimum of 2 years’ experience in a quality or sales driven Contact Centre
- Experience of operating and maintaining a Workforce Management System for a minimum of 100 staff
- Commercially aware, creative and able to use imagination and flair
- Experience of working in a pressurised environment and delivering to tight deadlines
- Excellent verbal and written communication skills with the ability to communicate at all levels to staff and customers alike
- A high level of PC literacy is required
- Experienced in the use of Contact Centre applications such as Workforce Management, Skill based-routing, Quality assurance monitoring, call recording, webchat and email.
- Evidence of a highly numeric, fast thinking approach to problem solving
- Ability to balance a heavy workload and aggressive timescales whilst having an attention to detail
- Ability to work independently and with others with minimal supervision
- Flexibility to adapt to changing requests and timescales
- Ability to offer motivation, direction and guidance to junior staff members, leading by example at all times
We offer:
- Attractive and transparent renumeration system (basis + language allowance)
- Employment based on contract
- Work from Monday to Friday (09:30 - 18:00)
- Benefits: group insurance, Multisport card, medical card
- Training to prepare for work in English and Polish
- Mixed work: incoming, email, chat
- Work in a small, max. 25 person team (high standard of the office)
- Place of work - Gliwice Center
- Opportunity to gain valuable professional experience confirmed by references
Analytics & Reporting, Customer Service, Sales, Project Management
English
