Introduction

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Responsibilities

Working in partnership with our Clients, we are looking to grow our CROATIAN team of expert Customer Service Representatives. Delivering world class customer experience is key, and as part of this, you will offer eligible customers the best service.

Responsibilities:

Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
Ensure accurate and timely communication of any client/campaign issues to Operations Manager. Ensure appropriate actions are taken to improve client satisfaction survey scores.
Implementation of the GOS processes.

Qualifications

Ideal Candidate Skills:

Education :

Preferable college degree or related work experience.

Languages proficiency:

native/ advanced level in Croatian .

Experience:

At least 6 months experience in the call center industry.
Computer literate related to software and hardware.

Skills:

Impeccable disciplinary behavior.
High level of self-motivation.
Analytical thinking, flexibility, ability to work under pressure.
Strong communication skills, employee motivation.
Strong customer and service orientation.

Knowledge:

People oriented.
Above average target achievement in the most important project KPIs.
Structured way of working.
Familiarity with ticketing systems.
Early adopter of technology.
Dependable, reliable and able to perform duties with minimum supervision.
Ability to interact positively with peers and supervisors.

Incentives

Relocation package(if needed) and our offer to you:

Transportation nightshifts until the accommodation.
6 months accommodation.
Up to 200 EUR refund from the first travel to Romania.
After the first year, 200 EUR refund for a travel home.
Meal tickets (30 RON/day).
Private medical package.
Paid professional training.
Internal development opportunities - career path.
Discounts with our current partners.
Access to the 7card by Gympass monthly subscription.
Employee assistance/wellbeing program subscription.

Contact information

Sounds Interesting? Apply Now:

Croatian-Speaking Team Lead for Foundever Romania - Relocation Package