BPO Team Leader with Italian and English

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Description and Requirements

We are looking for a BPO Team Leader (Italian and English) to join our team!
Do you want to achieve the highest of success? Do you want to prove yourself and everybody around you the potential and motivation you have? Are you a hard working person and do you like to be appreciated? Perfect! Let’s achieve all of it in the TELUS International way!
  • Advanced Italian and English knowledge (both written and spoken)
  • Minimum of 1 year previous experience as Team Manager/ Team Leader in a Call Center / BPO environment
  • Availability for a full-time job on a hybrid model: in-office presence (Bucharest, AFI Park offices) may be required up to 50% of the time, depending on the client’s needs
  • Professional and/or personal technical troubleshooting experience
  • Familiarity with iOS and/or macOS, or comparable technology, is preferred
  • Great communication skills
  • Proactiveness, determination and analytical spirit
  • Passion for coaching and an analytical eye for performance results
  • Capacity of displaying pro-activity in problem solving and day-to-day operational inquiries Awareness of personal brand and willingness to showcase it on the floor, as a role model
  • Genuine care about team engagement and the ability to actively listen to team members and help find solutions
  • Proficiency in team management skills to hold meetings and conduct performance reviews to help employees meet performance targets
  • Proficiency in employee development to assist employees in meeting the performance targets through hiring, coaching, mentoring
  • Ability to calibrate employee performance to the performance targets through monitoring and coaching
  • Ability to share operational improvement and take action with other teams
  • Ability to manage projects to improve employee performance, communicate and resolve issues that affect performance criteria
  • Ability to handle escalations from employees on their team
  • Ability to lead employees on their team to performance based on the performance criteria

The responsibilities will be related to the daily supervision and promoting the development of the team of Advisors including:

  • Handle staff escalations Identify staff training and development needs
  • Monitor and measure Advisor level performance
  • Provide regular coaching
  • Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required
  • Hold regular staff meetings
  • Support career path development for staff
  • Promote positive employee behaviors by leading by example
  • Mentoring, monitoring and meeting defined performance goals
  • Roster team for phone coverage
  • Measure and report on call center performance
  • Meet overall monitoring and standard performance goals
  • Participate in hiring and training development as needed
  • Perform HR and Administrative tasks
  • Conduct employee one on one’s and yearly focal reviews
We offer:
  • Stable job, in a multicultural fast-growing environment
  • Above-average fixed salary, performance bonus
  • Monthly meal tickets Free access to our modern and fully-equipped employees’ gym space in our office building in Bucharest
  • Private medical subscription coverage
  • Extra health benefits: special discounts for dental care and optical services with our partners
  • Reimbursement for your public transportation subscription, after the trial period (if you work from office)
  • Gym subscription reimbursement, after the trial period
  • Free subscription to the Bookster virtual library
  • Dedicated psychologist available for free sessions (online or face to face)
  • Special discounts and rates for a variety of services and products: from telecom and banking to tech and home appliances, library, wellness, travel and many more
  • Paid training and international career opportunities
  • Multilingual exposure – improve your spoken and written language skills
  • Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

Link: https://jobs.telusinternational.com/en_US/careers/PipelineDetail/BPO-Team-Leader-with-Italian-and-English/48693

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