CALL CENTRE SUPERVISOR – IMMEDIATE OPPORTUNITY

Posted 4 weeks ago

Job description

CALL CENTRE SUPERVISOR – IMMEDIATE OPPORTUNITY

Join our Formula™️ 1 Team and become part of the Spectacle!
 
WPG has been selected by Formula™️ 1 to provide contact centre support to their fans worldwide and 2018 has ended in full success, placing WPG Racing Solutions the 3 rd Contact Center in Europe (according to the ECCCSA Awards).

As a Supervisor, you will be part of an elite Customer Support group, to support one of the world’s premier brands. F1™️ has an unparalleled reputation worldwide with over 500+ million affluent consumers. You will start at “full speed” and won’t slow down for the first few months. The team you will get to lead is young, energetic, tech-savvy, so if you are the right person let’s meet up.

WPG has built a custom call centre and training facility dedicated to F1™️ and our Agents – it’s a special working environment that immerses our staff in everything F1™️.  This is truly a unique career opportunity to join our team and work with the “fastest” company in the world!

We are offering a competitive compensation package, benefits and flexible working schedule. We are building a fast-paced culture that will be gratifying and “competitive”!  

If you have the drive to become part of the F1™️ spectacle – we want you to apply by visiting us at www.worldpgl.com and sending your CV to [email protected]

Responsibilities

  • Previous experience leading and supervising, manage and coach/mentor your team on all forms of communication, (call, chat, and e-mail).
  • Strong management and organizational skills.
  • Assume ownership of escalated scenarios from fans either by telephone or email.
  • Ensure the team responds promptly to fan inquiries and complaints and resolve them accordingly.
  • Ensure the team processes requests and refunds.
  • Meet Quality and Productivity standards via Daily and Weekly reviews.
  • Record details of inquiries, comments, complaints and actions are taken.
  • Communicate with other departments, as needed.
  • Work with the Management to develop an ongoing staff performance review program.
  • Analyze daily, weekly and monthly reports.
  • Nurture a fun and “competitive” working environment
  • Point of contact during race weekends for F1.
  • Conduct regular performance reviews with the team (121’s)
  • Attend regular operational meetings.
  • This position reports to our Operations Manager

 

Requirements

  • MUST be able to work in shifts, on Nights and Weekends.
  • 2-3+ years of hands-on experience in coaching, mentoring and quality assessment.
  • Experience with supervising and developing agents.
  • Experience with foreign stakeholders.
  • Experience working with multilingual environments.
  • Fluent in English (strong skills both written and spoken) and a proficiency on one of Spanish, French and German is an asset.
  • Experience with retention programs.
  • People oriented and results driven.
  • Ability to lead, organize and prioritize your team.
  • Determined, positive and being able to take decisions under pressure.
  • Coaching certificate is a plus.
  • CANDIDATES MUST BE ABLE TO START ASAP.

 

Compensation & Benefits

  • Competitive package commensurate with experience.
  • Fun and engaging incentives.
  • Medical insurance.
  • The work contract is Full-time.

The job is based in Bucharest and conveniently located near the Dristor
station.

Apply Online