Team Manager with Russian - Varna, Bulgaria

Over deze vacature

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. ‎ 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.     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!