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Service Delivery Team Lead with German - Contact Center

Job Location: Bucharest

Regional Description: Romania

Job Number: 00622219


- Job description


-Interpret day to day business objectives and prepare/execute operational practices/work programs in collaboration with the team supervisor

-Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

-May perform data entry or other client related tasks in various systems, as required

-Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency

-Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases

-Prepare, analyze and interpret complex reports/information and formulate conclusions

-Ensure that all of the client responsibilities occur in accordance with the Statement of Work and Service Level Agreement with client(s)

-Act as technical and functional resource and Subject Matter Expert for team members, peers and/or clients as assigned

-May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client representatives

-Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs

-Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables

-Assist with providing operational statistics and escalate operational issues to direct manager

-Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content

-Prepares, coordinates and conducts performance appraisals, and gives counsel to employees on career and performance/disciplinary issues 

Ideal candidate

-Typically, 3 years work experience preferably with previous Learning /Core HR/ prepayroll expertise and professional coordination; Previous experience in business process area e.g. Learning, HR, Billing, Payments, Collections, Payroll, PrePayroll, Contact Center, preferably in an operations environment

-Fluency in German and English

-Previous experience in BPO industry is preferable

-Coaching/mentoring skills

-Strong customer service skills

-Strong organization skills, attention to detail and follow through to resolve any outstanding issues

-Strong time management skills

-Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.

-Ability to adapt to changing environment and support of multiple clients

-Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager

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