Lead Real Time Agent
Wrocław
Lead Real Time Agent
Wrocław
Nr Ref.: 1063681
Wrocław
Nr Ref.: 1063681
HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.
Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.
Our client is one of the most luxurious, and fast growing airlines in the world with numerous awards for their exquisite services.
Currently we are looking for Lead Real Time Agent who will be responsible for proper and effective utilisation of manpower resources to maximise efficiency and achieve predefined KPI’s. The right person will be responsible for monitoring all Customer Service Agents real time activities and coordinates with all departments, to maintain Service Level and ensure targets are met.
As well as monitoring activities the right candidate will be responsible for queries regarding breaks and absenteeism of all customer service agent followed by the right allocation of agents based on call rate.
This role entitles a lot of analytical duties such as monitoring, tracking and reporting as well as leadership aspect.
The right candidate should have previous experience in Contact Centre environment or airline industry ideally in monitoring performance duties as well as knowledge in Customer Contact Centre Operations Management. Fluent level of English language is essential for this role, and knowledge of other foreign language will be a plus. We are looking for candidates with very good IT skills ideally with previous experience in reservations systems.
We are looking for self-starter with high energy levels and ability to handle diverse work pressure and being able to influence people through leadership as well as analyse the performance data and statistics.
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