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Summary of Primary Job Responsibilities:

• Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved.
• Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all Agents/Advisors in the team, ensuring we attract and retain the very best talent.
• Apply a process of continuous review and proactive management of absenteeism and attrition for all Agents/Advisors in the team, ensuring return to work and exit interviews are completed.
• Continually review and monitor work performance of all Agents/Advisors against agreed KPI’s, ensuring that calls are handled professionally and instigating appropriate corrective action, using performance management tools to manage any shortfall.
• Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
• Ensure Agents/Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
  
  

Requirements:

• Minimum 1 year experience on Team Leader/ Manager position in Call Centre
• Very good/fluent Spanish and English, both spoken and written
• Strong verbal and written communication skills
• Good organization/time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to influence behaviour
• Effective project management
• Ability to adhere to all organizational policies and procedures
• Analytical skills

You get:

• Wellbeing and health: we provide a private medical care, Multisport cards, internal SitelFit program - promoting activity
• Rest: we subsidize the holiday
• Giveaway: Christmas - vouchers or additional cash on the account, layettes for newborns, gifts on the occasion of Children's Day
• Fun Management: integration meetings (during the pandemic we use modern streaming channels), Fun Management program - monthly events in each department/project
• Development: free access to modern training platform for every employee, development programs - 95% of our managerial staff is from our internal promotion
• CSR: - we care not only about ourselves. We are happy to help those in need.
• Language Course: - you don't speak Polish? Join us and sign up for the lessons we organize.