Cloudagents is a global leader in providing multilingual call center services using an at-home workforce. Cloudagents provides OmniChannel Front Office BPO services globally with more than 12,000 Native Speakers in 150+ languages and is currently looking for a talented individual for our international team.
Job responsibilities:
- Responsible for the delivery of Managed Services
- Ensure the Services are delivered to a consistently exceptional standard and as defined in the SOWs
- Develop clear service strategies, objectives, and goals
- Service Level Management and analysis of historical reports to identify service improvements
- Monitor detailed KPIs to ensure the effective day to day operations of the Service
- Work quickly to resolve any Service issues and ensure continuous improvement
- Work with the Head of Service Delivery and other SL’s to implement effective training, reporting, process, and quality programs
- Work with Cloudagents’ customers and represent Managed Services in customer meetings as required
- Responsible for ensuring effective personnel management within the team
- Responsible for building an effective working relationship and gain the trust of the client.
- Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents and supervisors with daily work and performance development
- Deal with high complexity cases, tasks, calls, complaints solving
- Training of new colleagues and ensuring their flawless integration within the team
- Use standard operating procedures as provided by management
- Ensure profitable operation by promoting adherence to required quality & efficiency indicators
- Gain a solid understanding of client requirements
- Participate and manage in internal projects,
- Create and maintain project plans, delegate tasks, monitor progress
Requirements:
- 2-3 years in IT / a multi-national environment Customer service
- University level education
- Excellent communication skills. Fluent English, with the ability to communicate professionally and confidently at all levels, both externally and internally
- Excellent personnel management skills
- Industry specific qualifications (e.g. ITIL)
- Flexible, adaptable and able to work to tight deadlines
- Attention to detail
- Analytic approach is an advantage
- To maintain self-motivation and have the ability to organize and manage yourself as well as help motivate and manage others
Location:
- Debrecen
