Team Manager with Russian - Varna, Bulgaria

Job description:

Description

Come and work with us.Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.YOUR RESPONSIBILITIES:Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed; Continually review and monitor the work performance of all Advisors against agreed KPIs, instigating appropriate corrective action, and using performance management tools, to manage any shortfall; Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPIs; Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values; Provide clear direction and guidance to ensure consistent achievement of key performance metrics; Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices; Maintain an environment that supports the spirit of teamwork, where Advisors are committed, loyal, and take pride in working for the company; ensure actions from employee satisfaction surveys are implemented and continuously reviewed; Coach, develop, and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development; Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved; Ensure accurate and timely communication of any client/campaign issues to the Operations Manager; Ensure actions from Employees Satisfaction surveys are implemented and continuously reviewed; Understand and comply with all regulatory, fair trading, and competition rules and adhere to Health, Safety and Security responsibilities.

Requirements

THE CANDIDATE:Has very good command of spoken Russian (C1-C2); Has good command of spoken English (C1-C2); Previous relevant experience as Team Manager; Evidence of effective interpersonal, coaching, and leadership skills; Excellent telephone, keyboard, verbal and written communication skills; Good numeric and verbal reasoning skills; Effective time management: Ability to organize and prioritize, set priorities and multi-task; People-oriented; An element of gravitas; Experience with policy work; Early adopter of technology; Dependable, reliable, and able to perform duties with minimum supervision; Ability to interact positively with staff at all levels.

Offer

FOUNDEVER™ OFFERS YOU:Work from our office in Varna; Competitive remuneration scheme; Standard working schedule; Social package including: additional healthcare insurance, gift vouchers, sport card discounts; To participate in company initiatives – charity activities, team buildings, sports events, internal competitions; Opportunities for a long-term professional career; Entitlement to company internal training and development accordingly global standards.Go further with Foundever®We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.  Apply today!