Project overview
Must be Fluent in Bulgarian and English language Highly customer-oriented attitude Ability to learn new skills that the job would require. Previous Customer Service / Call Center / People Mgmt / Supervisor experience is an advantage Great analytical and problem solving skills Job responsibilities: Ensure the Services are delivered to a consistently exceptional standard and as defined in the contracts. Develop clear service strategies, objectives, and goals Monitor detailed KPIs to ensure the effective day to day operations of the Service. Work quickly to resolve any Service issues and ensure continuous improvement Escalate problems to End Market if applicable Work with customers and represent Managed Services in customer meetings as required Responsible for building an effective working relationship and gain the trust of the client. Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents as with daily work and performance development Training of new colleagues and ensuring their flawless integration within the team Help with any additional administrative tasks on campaign Learn and follow instructions, use standard operating procedures and call scripts, FAQs as provided by management. Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members and contributing improvements where possible Substitution of other agents if needed Giving immediate feedback in case of any difficulties or issues with the used programs