Description
Support, as a supervisor, the responses (verbal, written and email), given by the Contact Center Professionals, to the received written, verbal or email requests for information by the customers and counter parties.
RESPONSIBILITIES
- Co-ordinate, monitor and control of received requests and workloads of the team
- Support components of the team, when they're not able to execute tasks individually and if necessary undertake directly the request
- Support components of the team, when they are not able to manage individually
- Knowledge and use of contact center software (case and contact management, recording system, CC Supervision, ticketing system)
- Target setting, KPI setting and evaluation, timetables setting and SLA monitoring
- Quality of Service and Performance reporting for Company and Group
- Propose actions to improve performance levels, process and procedures and to achieve business objectives
- Ensure that all CRM activity is sufficiently monitored, tracked and evaluated in order to deliver clear, concise and reliable reporting including periodic reporting, campaign reporting, team productivity reporting
- Ensure team is always motivated, productive and compliant with all regulations and team values & behaviours (periodic one to ones)
- Ensure relationship building between team members and other internal departments in a fast growing and changing environment
- Discussion of Personal Development plans with team members
- Arrange training sessions for the team to develop knowledge and soft skills
- Provide feedback on resources and their daily work, promoting and reporting to direct manager and CEO
- Participate the weekly and monthly strategic meetings of the Marketing and Distribution team
- Organize huddles, operational meetings, case discussions and coal facing with internal departments
REQUIREMENTS
- Preferably humanistic Degree, integrated Computer skills; Good Knowledge of products, systems and processes
- 3-4 years experience in Customer Service preferably in Insurance or Financial Services industry
- The People Management experience is also essential
- Strong relationship skills
- Excellent communication and presentation skills
- Leadership skills
- Fluent in English and Italian (spoken and written)
If you are interested in this position and meets with the requirements please apply directly through this advert.
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