Company: Arvato Corp. Requisition ID: 46308PURPOSE OF THE ROLE:
The Role is responsible for managing and enhancing the performance of a language team of 15 (12-20) agents
PREREQUISITES FOR HIRING:
Language Skills:
Excellent communication skills in supported language and proficient English skills (verbal/written)
Education/Experience:
Minimum of 12 months of relevant work experience in Call Centre / customer service
Computer Skills:
Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
Other:
Good organizational, time management and prioritization skills
Good social skills
RESPONSIBILITIES AND TASKS:
Represent arvato and the client in a professional manner
Adhere to local call center processes and accurately capture work load
Manages and motivates the team members; creates a productive and friendly work environment
Contribute to quality framework by providing regular 360-degree coaching feedback sessions to their team members that focus on improving all KPIs, including customer satisfaction and accuracy (Agent Development Plan)
Escalation point for Coaches if feedback is not accepted and as part of Agent-level Actions: Processes for Fails and Repeated Fails
Plans, directs and supervises the work activities of the team members – incl. administration of agent roster (schedule, holidays, etc.) according to WFM input
Liaises with workforce management providing feedback on staffing plan / schedules and notifying of necessary adjustments
Responsible for operational real-time management – i.e. managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc.)
Accountable for team performance / KPIs such as team CSAT, AHT (and/or other productivity metrics), tracking accuracy / process adherence, schedule adherence / absenteeism, typically also service level (if measured separately for the team)
Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/ development
Responsible for the customer wellness (formerly known as “case wellness”) process for the team – together with Enabling Agents / Solution Coaches (as defined for the LOB)
Provide administrative support
Reporting
Take calls, mails and chat on a regular basis
Driving Agent Round Table (ART)
Communicate performance related indicators into the team and back to the Management
Responsible for information flow concerning KPIs performance, targets and current priorities (aligned instructions and communications, with equal focus on productivity and quality) as well as internal / organizational updates – through agent meetings, notifications (i.e. iBox / email / news bulletin / etc.)
SKILLS AND KNOWLEDGE:
Knowledge of arvato offer - high-level knowledge all supported (Microsoft / other) LOBs
Knowledge of call center processes including utilization tracking – time tracking tool taxonomy, functions, reports, impact on invoice etc.
Motivational skills
Recognize group dynamics / understand team dynamics/basic training delivery skills
Bertelsmann leadership essentials and leadership instruments (January talks etc.)
Conflict management skills, moderator skills and facilitator skills
Feedback and motivational (leadership) skills
Ability to provide constructive but also positive/rewarding effective feedback to the team members
Delivering feedback and communicating expectations clearly
Quality monitoring processes, AQM, CSAT loop, ADP
Outlier process
New hire process
HR processes (contract termination, official warnings, workers council regulations...)
Decision-making ability, awareness for balance between cost and effect (cost awareness)
Performance management and improvement
Ability to transfer quality and ops related KPIs into team/ individual targets and detailed actions
Ability to ensure consistent improvement and consistency in service deliveryAbility to analyze industry metrics; identify drivers and possible impact related to customer and market interactions on individual/team level plans
Workforce management (knowledge of volumes, forecast, backlog, arrival patterns by channel/language/LOB), scheduling (including tools - shift plan, coaching board etc.), capacity planning, know and understand utilization reports, know and understand AHT reports
HR processes (working hours, contracts, overtime, holidays, absenteeism, sick leaves, ...)
PAUL / TDB time tracking – taxonomy, functions, reports, impact on invoice etc.
Good understanding of quality and operational KPIs - definitions, calculation and targets -as per SOW, COPC; standard reports and sources (MORF etc.)
Customer View or other dashboard, DPR
Ability to read and understand Standard reports (ACD, KANA, PAUL, CRM systems, SAP) and process the data in the reports in order to be able to fill the LM correctly.
Knowledge of arvato departments and over-arching processes - e.g. IT ticket, user admin/starter-changer-leaver, cost centre / re-booking of labour hours etc.
Proficient knowledge of business processes, tools and procedures for designated LOB
Soft skills / sales trained
ART content, structure and process
Presentation skills
Ability to effectively structure and moderate meetings
Ability to communicate clearly (precise, easy to understand, to the point), adapt communication content to the audience
Ability to communicate clearly (precise, easy to understand, to the point), adapt communication content to the audience
Ability to collect feedback from the team and deliver back to the management after adapting level of detail, etc.
Performance management system, bonus schemes - local structure (performance reviews, January talk, …)
ibox and communication processes
ABOUT MAJOREL (formerly Arvato):
Majorel (dba Arvato) supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.
