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✅ Performance Monitoring: Monitor CSR performance daily through call evaluations to ensure adherence to service quality standards.
✅ Constructive Feedback: Provide appropriate feedback to CSRs on service quality, focusing on adherence to procedures and scripts to improve caller interactions.
✅ Collaboration: Attend meetings with supervisors and project leaders to discuss monitoring outputs and collaborate on improvement initiatives.
✅ Reporting: Prepare and provide relevant information for monthly quality reports, assisting in identifying areas for improvement.
✅ Training Collaboration: Give feedback to the training department to ensure new agents are trained on quality issues identified during monitoring.
✅ Compliance: Understand and ensure adherence to all company and client security policies, providing necessary training to team members.
Language: Fluent in German (C1/Native) and good knowledge of English (B2-C1).
Experience: Minimum of 12 months call center experience, preferably as a Product Specialist or Mentor with successful coaching and management of others.
Skills: Strong verbal and written communication skills, organizational abilities, and effective project management.
Personality: Motivated, enthusiastic, and eager to contribute.
Problem-Solving Skills: Ability to influence behavior and provide constructive feedback for performance improvement.
Independence: Capability to work with minimal supervision while multitasking effectively.
Detail-Oriented: Keen eye for detail in assessing call quality and ensuring compliance with policies.
Performance Bonuses: Up to 10% of your salary based on KPI achievements.
Benefit Package: Co-funding for glasses and vacations, employee referral programs, and vouchers for various occasions.
Private Health Insurance with Medicover for employees.
Multisport Card and internal Everbetter program promoting a healthy lifestyle.
Career Development: Opportunities for training and collaboration across international locations.
Mental Health Support: Access to professional psychological assistance, stress management workshops, and educational materials to support your well-being.
Comfortable working conditions from our modern office in Gdańsk in hybrid mode.
Career advancement: Regular training, mentoring, and promotion opportunities – 92% of our managers started as consultants!
Great atmosphere: Friendly team, corporate events, and team-building activities. Feel like part of our community.
Type of Employment: Employment contract or mandate contract for students under 26.
Work in Our Modern Office: Hybrid work from our modern office in Gdańsk.
⏰ Don’t wait! We are looking forward to your application! ⏰
Foundever jest wiodącą firmą w branży outsourcingu procesów biznesowych, marketingu cyfrowego, szkoleń i zarządzania talentami, technologii i innowacji, konsultingu oraz analityki!