Lycamobile - CALL CENTRE TEAM LEADER - Scandinavian
|Location:||Central London - London, United Kingdom, Canary Wharf|
|Languages:||English, Danish, Norwegian, Swedish|
- Code:TL - SCAN
In 2006, Lycatel launched Lycamobile, our flagship mobile brand. Present in 14 markets, Lycamobile continues to grow rapidly, attracting over 6.5 million customers already with further market launches planned throughout 2012. Through a relentless focus on providing voice quality by partnering with over 200 global telecommunications carriers, the Lycatel brand serves its growing base of over 9 million customers within expatriate and ethnic global niche segments that want to make low cost international calls.
The Role -
Working within a busy professional telecoms based call center, constantly motivating and ensuring customer service agents go beyond meeting their key deliverables. Focusing on quality of service to all Lycamobile customers.
•Work in close collaboration with the internal departments for customer complaint and system issue resolutions and communicate any issues in a timely manner.
•To manage a team of around 15 advisor's on a daily basis to ensure all KPI targets are met as well as overseeing the entire department.
•Ensure SLA targets are met and all calls are answered in a timely fashion.
•Manage and record all advisor's absence, lateness and holiday requests and update appropriate spread sheets.
•Report on departments stats on a daily, weekly and monthly basis to senior management.
•To compile the advisor's rota on a weekly basis.
•To attend and respond to customer e-mails and written request on day to day basis.
•To report any faults to the NOC/IT Duty Manager
•Manage and maintain product related databases in line with KPI’s
•To ensure that all workstations are serviceable, reporting any faults to the IT support team
•Support other departments with any other business specific tasks
•Must be fluent in any of the Scandinavian Languages as well have excellent English Communication skills.
•Maintain reports within all Microsoft applications.
•Must be familiar with CRM’s.
•Ability to deal with all situations calmly and efficiently.
•Ability to work under pressure in a demanding work environment.
•Must be decisive and have excellent interpersonal and people skills.
•Flexibility with shift patterns is required to ensure support across operational hours - 8am to 8 pm
•Rolling shift patterns are 5 days out of 7 (40 hrs./week) , including weekends.
Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in the UK may apply.