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Contact Centre Coordinator and Process Improvement Specialist - Telenor Banka

Telenor

Beograd

17.12.2017.

ugovor puno radno vreme

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Telenor, digi, dtac, Grameenphone and Canal Digital are all part of Telenor Group. Together, we connect around 200 million people worldwide through digital experiences. Our 33,000 employees across the world provide people with the ability to connect with what they care about, at all times and in all places.

Contact Centre Coordinator and Process Improvement Specialist - Telenor Banka

Belgrade

Responsibilities:

  • Assist and support management team in the successful and efficient operation of all aspects of the departments operation including cross functional coordination, cooperation within the teams; accounting, reporting, analysis and other requirements
  • Responsible for identifying improvement needs in processes, procedures and usage of systems and tools
  • Works closely with Manager and Team Leaders in the development and implementation operational procedures
  • Collecting data regarding workloads on all activities, creating sales realization and agent efficiency reports
  • Preparing daily/weekly/monthly/quaterly/yearly reports/ presentations about activities of Banka Contact Centre
  • Evaluating of all types of communication, providing feedback and identifying areas for improvement
  • Key KPIs – monitoring, reporting and ensuring that defined targets are met by intraday monitoring and making adjustments as needed
  • Real time monitoring of Contact Center and adjusting activities in order to achieve defined KPIs
  • Regular and ad hoc reporting and analyses on observed trends, contact drivers, performance gaps, and performance management improvement (ppt presentation, excel reports)
  • Creating long and short term contact volume forecasts for Contact Center
  • Creating accurate scheduling according to forecasted volumes and expected influences
  • Recognize and improve processes within the team in order to improve efficiency and satisfaction
  • Monthly evaluation of inbound calls, outbound calls and all sorts of written communication with Customers
  • Providing relevant verbal or written feedback and identifying areas for improvement
  • Follow up on sales and service realization of the teams, deadlines and reasons for breaking deadlines in order to improve performance
  • Initiate and lead projects/initiatives in order to improve Contact Centre performace
  • Collaborate with stakeholders within company,  communicate the “voice of customer”

Requirements:

  • Minimum High School, Higher education would be preferred
  • One year of experience working in a Customer Care
  • Fluent in English (written and spoken)
  • Excellent knowledge of bank services and processes
  • Excellent knowledge of Microsoft Office Programs (PPT, excel)
  • Excellent presentation skills
  • Self-starter, organized, detailed oriented, deadline driven and efficient
  • Must be flexible with schedule, working well in a team environment
  • Passion for business, innovation and improvements
  • Problem solving, solution oriented person
  • Self-motivated individual who can work with little supervision
  • Decision making and problem solving capabilities
  • Excellent communication skills both verbal and written, and capable of communicating with a diverse range of individuals

We offer:

  • Working in a dynamic environment allows to freely express opinions, ideas and inspire new ways of doing things
  • Competitive terms and conditions
  • Be part of a highly competent and collaborative environment

This position is through Outsourcing agency.

Please apply by 17.12.2017.

    Konkurs je istekao.
    Upoznajte poslodavca Yettel d.o.o.

    Yettel d.o.o.

    Yettel je novi tehnološki i telekomunikacioni brend PPF Telekom Grupe, predstavljen 2022. godine u Bugarskoj, Mađarskoj i Srbiji. Pružamo digitalne usluge i povezanost, sa fokusom na korisnike i jednostavnom misijom: pomoći im da pronađu svoj balans. Imamo skoro tri miliona korisnika u Srbiji i do marta 2022. godine poslovali smo pod imenom Telenor Srbija. Prisutni smo na tržištu od 2006. godine i trenutno zapošljavamo više od 1800 ljudi. Za one koji tek započinju svoju karijeru, tokom cele godine ... Saznajte više

    Iskustva zaposlenih

    "Odabrao sam Yettel kako bih se upoznao sa radom korporacije. Zanimalo me je kako funkcioniše komunikacija i rad u tako velikom sistemu. Najviše me je iznenadila posvećenost ljudi u timu da mi na najbolji ... " Pročitajte celo iskustvo

    Beneficije

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