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?: Operatiuni Clienti / Call Center

?: Bucharest

Job Summary: 

The Call Center Coordinator is responsible for the overall management, strategy, and performance of the Call Center operations. This role involves leading a team to deliver exceptional customer service, optimizing Call Center processes and  key performance indicators (KPIs).

Key Responsibilities:

Operational Management

• Oversee day-to-day Call Center operations ensuring all customer inquiries and issues are addressed promptly
• Management of various inbound and outbound campaigns by contacting customers by phone

Customer Service Excellence

• Managing requests, inquiries and complaints received from customers and resolving them in the first interaction or by routing them to other departments regardless of the type of contract
• Address escalated customer issues and implement solutions to prevent recurrence
• Monitoring call volume and ensuring that the team can efficiently handle fluctuations
• Ensuring a high level of customer satisfaction by monitoring the quality of interactions and implementing corrective measures when necessary

Process Improvement

• Identify areas for improvement in Call Center operations and implement strategies to enhance efficiency and effectiveness
• Collaborate with other departments to develop and update policies and procedures
• Assist in training new agents and provide ongoing support and coaching to the team

Performance Monitoring

• Set and monitor call center metrics and performance (KPIs), providing regular reports to management
• Set performance (KPIs) and ensure the team meets or exceeds them
• Provide feedback, performance evaluations and coaching for call center agents to improve performance
• Evaluating individual and team performance, providing feedback and coaching to improve performance

Administrative Duties

• Maintain accurate records of call center activities including quality of calls, agent performance, and customer interactions
• Preparing periodic reports on team performance and call center performance

Cross-Functional Collaboration

• Work closely with other departments to ensure the call center operates smoothly and efficiently
• Participate in cross-functional projects aimed at improving overall customer service

Knowledge Required:

• In-depth understanding of Call Center operations and Customer Service principles
• Proficiency in CRM systems and call center software
• Familiarity with data analysis and reporting tools to track call center performance
• Develop and manage the call center budget, ensuring cost-effectiveness and resource optimization
• Advanced level of English

Leadership and Team Management

• Lead, mentor, and develop the team to ensure high performance
• Promote a customer-centric culture and motivate the team to achieve excellence in service delivery
• Managing conflicts in a constructive and calm manner
• Understand and respond appropriately to the emotions and concerns of others
• Monitoring progress of the team and providing constructive feedback to the team members

Customer Service Excellence

• Ensure a high level of customer satisfaction by maintaining service quality standards
• Clear and efficient communication with the team and clients
• Focus on customer satisfaction and experience

Creativity and Initiative

• Requires creative thinking to develop solutions for improving Call Center efficiency and customer satisfaction
• Initiative needed to identify process improvements and implement best practices

Soft Skills Required:

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas     

Strategic Mindset

• Leadership and team coordination
• Work effectively with others to achieve common goals
• Manage multiple tasks and projects simultaneously
• Openness to adjusting plans and strategies when necessary
• Customer-centric mindset with a passion for delivering outstanding service

Planning and Organizing

• Uses comprehensive knowledge and analytical, precise, logical skills to work independently while providing guidance and training to others on planning, organizing, prioritizing, and overseeing activities
• Planning and execution of projects to improve response time to customers
• Planning and prioritizing tasks to maximize efficiency and productivity

Education: 

• Bachelor's Degree or Equivalent Level

Experience:

• Minimum of 3-5 years experience in Call Center coordination
• Experience in strategic planning and execution within a Customer Service area                            
• Experience in delivering the necessary and specific training of agents   

*This position may require occasional travel to different office locations or to attend industry events.

Application Process:

To apply, please submit your resume detailing your qualifications and experience.