Capita is a leading business services provider with over 75,000 employees, operating in the UK, Europe, India and South Africa. Capita Polska supports clients across a range of sectors, including education, transport, health, life and pensions, insurance, and other private and public sector organisations. Recognised as most dynamically developing BPO in Poland, awarded by Outsourcing Stars and CEE Awards.
Capita is currently recruiting for motivated individuals into the Zurich project in Kraków for the position of:
As Deputy Team Leader in the Zurich team you will be in charge of assisting the Team Leader of one of the Zurich Italian teams. Your everyday duties will include people managing and quality checking of cases to ensure the SLA as well as ensuring excellent performance of the team.
- Assisting Team Leader in supervising day to day running of the administration team which sets up and approves Italian client applications and monitoring existing clients on an on-going basis to ensure all the SLA and quality targets are met
- Processing Zplatform products at the new business stage
- Assisting Team Leader and Managers in the set-up and on-going maintenance of the necessary processes and procedures required to service the client process
- Assisting in testing and implementing IT deliveries into the business
- Training and development of staff to provide a world class service including setting and regular review of objectives and completion of appraisals for team members
- Assisting Team Leader in ensuring excellent performance and adherence to procedures within the team to ensure breaches and complaints are avoided
- Dealing with standard administration requests within agreed service turnaround times
- Assisting in the preparation of a suite of standard letters, at all times ensuring Italian standards are adhered to
- Dealing with enquiries from Brokers on the pipeline cases
- Assisting Team Leader in team attendance setting and day to day work distribution to ensure smooth running of administration area using Workflow
- Quality checking of cases to ensure the quality SLA of 95% is consistently met together with providing feedback to the team on successes and areas to improve on
- Assisting the Team Leader in understanding the root cause of all quality, complaints and breaches and agreeing the feedback and mitigating actions needed to prevent reoccurrence
- Previous experience of working in the Capita Zurich Account
- Previous experience of working in the Italian market (considered an asset)
- Fluent Italian (C1/C2)
- Upper-intermediate English (B2)
- Hold a university degree
- Familiarity with Microsoft Office packages (Word and Excel)
- Ability to work independently and as part of a team
- Excellent organisational, interpersonal and training skills
- Being enthusiastic, ambitious and innovative
- Being flexible in working hours
- High ethical standards
- Strong multi-tasking and prioritisation skills
- Friendly work atmosphere and positive environment with great work-life balance
- Workplace in the city centre
- Private medical healthcare
- Benefit packages including Multisport card
- A 30-minute lunch break included in the 8-hour working day
- After work activities (football team, volleyball team, charity events, etc.)
- Access to free in-house English classes with our dedicated English Trainer
- Opportunity to become one of the internal Trainers
- Work in an international and multicultural environment
