Contact Center Team Leader

• Manages the daily operations and future growth of the process, including strategies and systems that assist team members to work toward achieving the goals of the project;
• Manages the day to day workings of his/her team. S/He provides guidance and support to his/her team members to meet daily as well as monthly targets and SLA's;
• Problem Solving: getting into the root cause in a structured way, analyzing the scenarios as to identify the cause and document it accordingly;
• Process Knowledge: Understanding of the business process and ability to identify process gaps;
• People Management: Ability to interact and build good relationship with client and team members;
• Leading and Engaging People: work effectively in a diverse multi-cultural environment – upwards, with reports and collaboratively across work stream  – in order to engage and lead people and teams to deliver results;
•  Deliver exactly what was promised to the client based on an absolutely clear understanding of client needs;
•  Demonstrating fierce determination, ownership  and intrinsic motivation to meet organization goals outcomes despite complexities and ambiguity.

Qualifications

• Minimum Academic Qualification (Degree): University Degree-Technical or Economics;
• Minimum Work Experience (in months/years): Minimum requirement of at least 5 years with relevant experience as a People/Process Manager 
• System working knowledge required: basic internet and web based applications
• Flexible result oriented;
• Very good organizing, planning and people skills;
• Meticulousness, analytical and attentiveness to detail;
• Good command of English Language;
• Proactive in solving day to day issues;
• Ability to pick up new tasks quickly;
• Good communication and development skills;
• Able to work autonomously, but also to cooperate with multiple teams;
• Enthusiastic, self-motivated individual with excellent communication skills. 

WNS Romania is a leading provider of end-to-end BPM solutions in Europe. We are strategic partner to our clients for delivering a full range of basic to complex business processes. 
We understand European business while maintaining a global context. We have stood by this statement since our inception in 2008.
Our core capabilities are around German, Italian, Spanish, French, English languages across F&A, Procurement and Customer Service Interaction Services. We have over 11 clients and more than 450 employees across multiple industries like: Insurance, Travel & Leisure, Manufacturing, Market Intelligence, Music & Entertainment and Specialty Minerals. 
We are most admired for our people, partnership approach, performance and domain expertise. 

You will enjoy:

• Bonuses for your results
• A great office, a friendly atmosphere and a multinational environment
• Wide range of development and training options (including soft skills and language courses)
• Free coffee and fruits to keep you energized but also medical coverage 
• Bookster and Benefits Online for you to enjoy your hobbies