For our Client - international leader in global BPO services - developing its new financial and customer BPO center in Cracow, we are looking for:
AR Team Leader
Kraków
Nr ref.: 5232/AR
Requirements:
- Fluent knowledge of English
- Min 2 years experience on team lead position
- Min 4 years experience working in F&A Operations
- BA in Business/Finance/Accounting
- Comfortable with start-up type volatility in process and systems
- Experience in executing operational task on time, at quality
- Exceptional attention to detail
- Proven record of high team performance
- Strong communication skills both verbal and written
- Proven track record of process improvement recommendations
Responsibilities:
- Hiring staff according to job descriptions for agent level roles in clients payment operations team
- On-board and train staff on core activities, systems and service level expectations
- Monitor service level targets and associated task execution
- Collaboration with client in USA
- Handle day to day escalations from agents directly or from stakeholders of agent teams work
- Communicate team performance metrics to the client management
- Communicate performance inhibitors to client management (volume spikes, quality issues, systems outages)
- Conduct quality reviews on agents work in line with the clients quality criteria
- Conduct performance conversations with agents to ensure continued performance and motivation
- Gather/present recommendations for process improvements to ensure long term stability and scalability of process
- Act as main communications conduit with onsite with the client managers and offshore vendor management partners
We offer:
- Unique office environment with great food, drinks and game rooms
- Work for one of the most recognizable online Search Engine in multicultural office
- Full time employment contract, great salary and bonuses, various benefits such as free medical care, life insurance, sport allowance, multicafeteria system and other
- Positive, energetic, innovative and proactive culture
