Contact Center Supervisor

Who we are?

Runway a Webhelp group company is an International BPO company that has grown significantly with more than 250 partners being served by our global teams which cross more than 25 countries and more than 100 customer experience hubs. With a number of multinational companies as customers and services, the company is about to become a major European player in this business area. We have clients in tourism, technology, IT and finance.

Through evolution and acquisition, today Webhelp is a 40,000 people-strong global leader in business process outsourcing (BPO).

We continually seek to provoke delight, create amazement and go the extra mile for the people we work with. Our partners know that Webhelp will always work to achieve more and evolve in the right direction. With that in mind, our people continually strive for the wow factor.

Whom we are looking for?

We are now seeking a talented and experienced Contact Center Supervisor to lead our Brilliant Norwegian Air Shuttle team in Lviv.

If you feel a strong confidence in managing the staff, premises, operations and their relationship with the Client as appropriate for the Project, ensuring that financial and quality targets are achieved according to budget, do not hesitate to send us your CV in English

MAJOR RESPONSIBILITIES:

· Establish goals and projections

· Build strong team to meet performance goals.

· Understand and perform to client needs and expectations.

· Understand and ensure compliance with industry, company, state and local regulations and standards. Communicate to executive team all issues, concerns, violations and/or discrepancies with respect to all state, local regulations, as well as all company policies and procedures.

· Perform related duties as required.

Work Experience:

· Minimum 2 years of experience in supervisory role

· Strong analytical skills, including experience identifying problems and providing effective solutions

· Demonstrated ability to manage projects

· Ability to work under pressure to meet deadlines in a fast paced environment

Technical Competencies

· Knowledge of key performance indicators and MS Excel

· Accurately report and communicate group forecasts.

Human Competencies

· Displays leadership traits appropriate to the situation.

· Promotes a common purpose among the staff.

· Results oriented and team player.

· Effective oral and written communication skills.

· Effective negotiation and persuasion skills.

· Able to communicate clear and concise performance goals and expectations to staff and management team.

· Coaching and facilitation skills

We offer:

• Office hours from Monday to Friday;
• Possibility to grow personally and professionally;
• Necessary trainings and support;
• Competitive salary.

More about company: https://runway.webhelp.com