- Postes vacants:
- 1 poste ouvert
- Type d'emploi désiré :
- CDI
- Experience :
- 3 à 5 ans
- Niveau d'étude :
- Licence, Bac + 3
- Rémunération proposée :
- Confidentiel
- Langue :
- Anglais
- Genre :
- Indifférent
Description de l'emploi
About National Pen
In business for over 50 years, National Pen is a world class provider of personalized marketing solutions. We offer high value/low cost branded marketing products to small and medium businesses through multiple channels, with low minimum order quantities and high levels of customer care. National Pen operates across 10 locations globally with facilities in Europe, North America, Africa, and Asia and employee over 3500 people through our multi-channel business.
In December 2016 National Pen Corporation was acquired by Cimpress N.V., a leader in mass customisation. Cimpress employs 10,000 people across 30 countries globally and offers a portfolio of more than 20 successful brands including Vistaprint, National Pen, Albelli, Drukwerkdeal, Pixaprinting, Exprint and WIRmachenDruck.
Overview of Role:
Reporting to the Contact Center Managers – the Supervisor a highly focused position. The Supervisor will have the responsibility to ensure a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. The Supervisor will support in the supervision in one or more of the following teams.
- Customer Service
- Upsell
- Web Inbound
- Telesales
What you will do:
- A Supervisor has the responsibility to motivate and inspire the team to surpass their potential as much as possible
- Responsible for the performance management of the team and that team members receive relevant and timely feedback on an on-going basis
- Organizing the workload for the team and ensuring that the right resources are available
- Manage the development of the web inbound agents, providing training, coaching and support to meet the team targets
- Facilitation of communication cross functionally among the members of team and resolve issues as they arise
- Work towards meeting the departmental objectives, including sales targets, quality etc.
- Promote an enthusiastic and competitive atmosphere within the team, increasing motivations and results
- Ensure correct adherence to all internal policies and procedures at all times
- Conduct weekly team meetings
- Weekly reporting on teams performance and target management, ensuring that they meet and exceed the targets as outlined by senior management
- Continuously strive to deliver the highest quality of service to both internal team and external customers
Exigences de l'emploi
What we need from you:
- Previous experience and understanding of the Contact Centre
- Excellent attendance record
- Previous experience in coaching, training and team leadership an advantage but not required
- Ability to operate well in a call center team environment as a leader
- Natural flair for coaching, motivating, and interacting with people.
- Knowledge of operating systems and tools
- Excellent administration skills with a high attention to detail
- High level of communication skills both Verbal & Written.
- Good organizational skills and ability to prioritize work.
- Ability to work to tight deadlines & multi-task effectively
Date d'expiration
18/09/2020