Convergys is a global leader in customer management. As of March 3rd, 2014 Convergys completed the acquisition of Stream. Together Convergys and Stream create a world class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries.
In Poland the company has a Site in Szczecin, with around 270 employees.
Due to growing business in Poland we are opening a new site in Lublin.
Currently we are looking for:
Team Manager, Quality & Training
Lublin
The chosen candidate will be responsible for defining and implementing ongoing quality control measures to increase overall customer satisfaction and reduce margin of error. He /she will look after implementation and execution of continuous improvement processes on Site.
Responsibilities:
- Identifying and analyzing current processes within the operational departments that require corrective actions.
- Implementing effective quality programs.
- Leading team members, fostering their professional development and growth and promoting teamwork and cooperation.
- Promoting a clear understanding of the importance of quality measures and control within the customer service and support industry.
- Working with Operations to gather and analyze statistical data on quality performance.
- Monitoring and tracking progress and effectiveness of department quality projects.
- Providing site management with information and feedback regarding quality of the services.
- Delivering periodic training and call coaching, supporting and supervising preparation of training modules and coaching legend.
- Reporting to Site Lead
Requirements:
- Very good command of English and German language is a must.
- University Degree with related experience.
- Teaching or training background is an asset.
- Skill in providing exceptional customer experience.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of contact services industry and best practices.
- Knowledge of PC applications, especially Excel and PowerPoint.
- Ability to work with minimal guidance or supervision in a time critical environment.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.