Foundever is recruiting a team manager for the UK Market

Foundever is recruiting a Team Manager for the UK Market

Main Tasks and Responsibilities:

• Manage agent performance to ensure achievement of Key Performance Indicators which include;  Average days to Solve, Quality, Returned, Unacceptable breached and Productivity
• Ensure performance management of all agents
• Coach, develop and mentor customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Evaluate continuously the skills and competences of your team by partly determining their improvement areas through continuous learning (To be defined with the learning department)
• Work actively to achieve the key performance indicators
• Generate reports and statistics as agreed with the client

Profile required:

• Recognize achievements and deal with performance-related issues
• Ability to work in a pressurized environment working quickly and effectively to meet required standards
• Good communicator, with both verbal and written communication skills in English.
• Excellent IT skills in Office to ensure the accurate input of data well organized, with the ability to organize, plan, and prioritize.
• Bachelor Degree in the following or related areas: Informatics, Mathematics, Statistics, Economics, Management, Business Studies… 
• Work experience as a Team manager in a call center environment

Assessment Process:

The process will be as follow:

1. Application
2. Qualification
3. Interviews