Customer Service Team Manager (Romania)

Responsibilities:

• Conducts daily/weekly/monthly quality audits of team members work on different lines of businesses, i.e. call recordings, email and chat transcripts, photo moderation samples, real time side-by-side monitoring, etc
• Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficient and quality performance results including periodic updates we receive from our clients
• Identifies and develops your top-rated ninjas to be the next leaders of the company
• Analyzes reports through raw data in line with performance or quality and develops action plans to address identified deficiencies of the team
• Identifies individual and team gaps and takes corrective actions as needed following business standard practices
• Records and maintains the team’s individual and overall performance for reporting purposes based on their manager’s advice
• Develops, manages, and monitors clients’ KPIs and drives the team to work in meeting and exceeding the expectations of clients
• Communicates to clients all staffing-related issues, service disconnects, or other account-specific concerns that may have impact in production or in delivering quality of service to our customers in the absence or unavailability of their Operations Manager or Client Services Leader
• Monitors and observes the ninjas behaviors while on production floor and to be agile in escalating to HR any deviations for progressive discipline
• Creates or formulates employee engagement activities to drive team’s overall performance – productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate
• Participates in hiring and selection process to ensure the right ninjas meet our clients’ profiling requirements
• Partners with HR Department to ensure that company policies are observed by all employees and to make proper recommendations through incident reporting in subjecting erring employees to progressive discipline
• Calibrates and coordinates effectively, efficiently, and clearly with Recruitment, Training, Office Services, and IT to ensure on-boarding and maintenance of team members is seamless

Qualifications:

• Minimum level of a C1 CEFR rating for written and spoken English (Romania)
• Provide a private home office space with reliable internet connectivity.
• Supervisory / management experience
• 2+ years related experience and/or training; or equivalent combination of education and experience
• Knowledge of start up account process improvement
• Saas exposure
• Fintech experience