За компанијата: ФД ИутеКредит Македонија ДООЕЛ е финансиско друштво со седиште во Скопје, кое работи од јули 2017 година. Креираме исклучително искуство во областа на личното финансирање, со надминување на очекувањата... повеќе за компанијата »

Contact Center Supervisor  

The fastest and most comfortable loan provider IuteCredit Macedonia for its operations in Skopje, Macedonia is looking for a dedicated, supportive Back Office – Contact Center Supervisor who can coach and motivate contact center representatives during omni channel communication with customers.

Supervisor should be analytical, supportive, and prepared to act as a resource to agents.

Contact Center Supervisor, should be focused on helping team build necessary skills and knowledge to provide extraordinary customer experience.

Main Responsibilities:

• Training, and preparing Customer Advisors to respond to customer questions and complaints and troubleshoot problems with services or products.
• Prepare weekly and monthly schedule for Customer Advisors in coordination with CHRCXO.
• Ensuring Customer Advisors understand and comply with all IuteCredit objectives, performance standards, and policies.
• Train employees, ensuring that every agent is well prepared for their calls, omni channel communication (Email, Facebook, Viber, etc.) with customers.
• Support Customer Advisors by monitoring their progress according to Contact center metrics, quality and quantity of information provided, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.
• Answering Customer Advisors questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating Customer Advisors performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management to achieve set KPIs and targets.
• Work with other colleagues and management team members to support Customer Advisors and maximize customer satisfaction.

Skills and Competencies required:

• Organized and detail oriented
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
• Ability to understand and process multiple types of inquiries in a professional, fast-paced, and high traffic environment
• Advanced skills in project planning and project management.
• Ability to establish, implement and maintain operating goals and objectives.
• Skill in organizing resources and establishing priorities.
• Ability to train fellow employees within the customer service department.
• Team Player
• Ability to prioritize and manage multiple responsibilities
• Ability to coach, train, and motivate employees and evaluate their performance
• Fast and easy learning
• Sociable, responsible, accurate, punctual and multitasking

Minimum Qualification/Experience:

• University Diploma.
• At least 2 years supervisory experience in Contact Centers and Customer service.
• Proficiency with technology, especially computers, Contact Center software applications and metrics, and phone systems.
• Excellent knowledge of English language.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

The company offers:

• Attractive salary + bonuses
• Positive, dynamic and encouraging working atmosphere
• Opportunity for professional and educational trainings
• Employment contract for 6 months, with possibility for extension to long term contract depending on results

If you feel that you have can-do-approach and you love customer interactions, we encourage you to apply by sending your updated CV using the Apply option or on  [најави се за да го видиш е-маилот] , no later than 18.11.2019

Your application will be treated with strict confidentiality. Only shortlisted applicants will be contacted.