Ukrainian Call Center Supervisor (home based)

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Ukrainian Call Center Supervisor (home based)

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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 role & responsibilities:

  • Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents with daily work and performance development
  • Deal with high complexity cases, tasks, calls, complaints solving
  • Preparing statistics, reports, statements
  • Training of new colleagues and ensuring their flawless integration within the team
  • Solving customer questions, letters, and complaints
  • Related administrative tasks, sending out letters, data entry occasionally
  • Use standard operating procedures as provided by management
  • Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members incl. compliance with quality standards (enforcement of the relevant directives, regulations, and processes according to their control)
  • Ensure profitable operation by promoting adherence to required quality & efficiency indicators
  • Check accuracy of data provided to clients and agents
  • Escalate to higher-level cases that cannot be resolved immediately
  • Planning and participation in resourcing if needed

 

Requirements:

  • Native  Ukrainian
  • Fluency in Russian and English
  • Be located in Kiev
  • Excellent written and spoken communication skills 
  • 3+ years experience in call/contact center environment, previous team lead position preferred
  • Proficiency in Microsoft Office Suite and Online applications
  • Technology acumen
  • Call/contact center experience from FMCG sector is an advantage
  • Excellent analytical and problem solving skills
  • Great leadership and people management skills
  • Project management certification(s) or experience is an advantage
  • Available ~40hours/week –  between 8AM-10PM EEST Monday-Friday

 

Ideal Profile:

  • Dynamic nature, passionate about growth & innovation 
  • Can-do attitude and management style
  • Customer & result oriented personality & approach
  • Thrive under pressure , strong sense of ownership
  • Coaching mindset

Our offer:

  • Flexible work from the comfort of your home
  • International environment
  • Competitive salary
  • Great developmental opportunities and programs
  • Passionate and welcoming team

Potential start date: Beginning of August, 2018

Expected start of the project training:  End of July, 2018

 

Work type: working from home, freelancer partnership (60 days probation period)

 

Payment: Done monthly, in the first ten working days of the month following the worked month. We pay through our prevailing payment platform. You can find the details and choose the payment method (default: PAYONEER) on your Cloudagents profile.

 

Work Environment Requirements:

  • Quiet workplace (tasks are delivered from the comfort of home)
  • USB Headset (separate microphone and loudspeakers are not good enough to manage calls)
  • Computer or Laptop with Windows operating system (if possible)
  • Broadband internet connection (mobile internet is not good enough to manage calls)

Training Method:

  • We use cloud based call center technology - You need to download our call handling system (VCC) on your compture, which needs to be tested
  • We train all of our colleagues online before the beginning of any project
  • We mentor our colleagues and monitor their progress

If you would like to apply, click here:

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In case you have any questions, please do not hesitate to contact us at hr@cloudagents.com