Descrição
Ventask is a Contact Center specialist and BPO company that provides customer care and management services for customers and brands on an international level. We are located in Lisbon with a team of over 300 people who daily prove that our success in managing our partners is achieved through our teams' talent.
We are looking for a Call Center Coordinator to organize and direct the staff of our operations. You will be responsible for assessing their work and give them feedback to maximize performance.
The goal is to achieve drive excellent performance from your customer service and sales team that will bring sustainable business growth.
Responsibilities
- Assist in the creation and development of new processes for individuals and operations teams;
- Hire and onboard new employees;
- Answer questions from supervisors and provide guidance and feedback;
- Anticipate escalation and take over micro management when needed;
- Devise ways to optimize procedures and keep the team motivated;
- Measure performance with key metrics such as call abandonment, calls waiting, SPH etc;
- Ensure adherence to policies for attendance, established procedures etc;
- Keep management informed on issues and problems;
- Prepare monthly/weekly results and performance reports;
Requirements and skills - Proven experience as Call Center Coordinator or similar supervisory position;
- Experience in Customer Service and Sales (mandatory*);
- Proficient in Spanish and good knowledge of English;
- Working knowledge of MS Office;
- Tech savvy with knowledge of telco equipment and relevant computer programs;
- Knowledge of performance evaluation procedures;
- Outstanding communication and negotiation abilities;
- A results-oriented approach;
- Excellent organisational and leadership skills;
- Ability to work under pressure;
FAQs - Coordinator at Ventask - Sales & Communication Company
What does a Call Center Coordinator at Ventask do?
A Call Center Coordinator organizes and directs the supervisors teams in the call center. You will be responsible for assessing their work, giving them feedback that maximizes performance, and meet the SLA’s required by the client. Also, it is your responsibility to maintain a healthy work environment.
For us, what makes a good Coordinator?
A good Call Center Coordinator must be able to make decisions quickly and communicate them effectively so that their team can continue to work efficiently. They must also have strong management and organisation skills in order to lead their team effectively. Analytical skills and a strong understanding of data management and reporting are essential.
What will the salary package and conditions?
The salary package is based on a basic salary, a monthly performance bonus and an extra quarterly results bonus. It also includes health insurance, all the logístical material needed to perform the job (computer, accessories, mobile phone), food allowance and extra commercial discounts for our employees.
Tipo de oferta: Período Integral, Integral/Full-time
Horário de trabalho:
- De segunda à sexta-feira
- Período diário
Remuneração suplementar:
- Diuturnidade