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Ad title:
Armenian and Russian Speaking Team Leader
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Mplus
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Published: 21 April
/ Deadline: 21 May
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Mplus Georgia About Us:
Meritus Georgia Ilc founded in 2022, now rebdranded as Mplus Georgia proudly stands as a pivotal member of Mplus Group, the foremost Business Process Technology Outsourcing (BPTO) organization in Southeast Europe. With a commitment to innovation and excellence, Mplus Georgia has swiftly grown to employ a dedicated team of +100 professionals engaged in multiple projects. At Mplus Georgia, we embrace a flexible work culture, offering various working options including work from home, office-based, and soon, a hybrid model. As we continue to expand our horizons, As Mplus Georgia continues to grow, we envision an even more significant role within the Mplus Group, solidifying our position as a hub for cutting-edge business process technology outsourcing. Join us on this journey, where innovation, collaboration, and growth converge to shape the future of business process technology outsourcing.
Job Description
The Team Leader is responsible for leading, supporting, and developing a team of Customer Support Specialists (CSSs) to ensure high-quality service delivery and operational excellence. The role involves managing daily workflows, coaching team members, monitoring performance, and serving as a communication link between associates and management. Team Leader plays a key role in maintaining productivity, ensuring adherence to procedures, and driving continuous improvement within the team.
Key Responsibilities
1. Customer & Associate Support
** Assist associates with customer (rider/venue) situations by providing daily guidance and effective solutions.
** Handle workloads during staff shortages or high-volume periods and demonstrate best practices.
2. Team Management & Performance
** Manage team schedules and ensure adherence to shift plans.
** Coach associates based on performance results and outlier findings.
** Deliver coaching sessions aligned with Glovo standards and document outcomes in the relevant systems.
** Update the Root Cause Analysis File by evaluating chats and providing feedback to CSSs.
** Document coaching notes for both pass and fail results on required platforms.
** Evaluate CSS performance and follow structured action plans for their development.
** Motivate and inspire the team through leading by example, offering incentive opportunities, and building confidence.
3. Training & Knowledge Management
** Ensure all CSSs are familiar with company policies and procedures.
** Inform and train associates on new or emerging issues.
** Gather feedback from CSSs on operational challenges and escalate to Glovo when needed.
** Attend company-required trainings and deliver internal knowledge-sharing sessions when necessary.
4. Operational Excellence & Reporting
** Analyse operational trends and support team members in improving their performance.
** Apply Real-Time Management (RTM) practices based on written guidelines and monthly planning.
** Adhere to Glovo`s rules regarding confidentiality and security of personal and performance data.
** Suggest improvements to management related to revenue generation, customer satisfaction, and support processes.
** Participate in internal and external calibration sessions, weekly supervisor meetings, and urgent or unplanned meetings as required.
5. Communication & Collaboration
** Act as a focal point for information flow between management and the team.
** Meet monthly with the Operations Lead to provide updates, feedback, and performance plans.
** Meet monthly with the team to review results and set future goals.
** Attend recruitment interviews when needed.
6. Other Responsibilities
** Perform additional duties as assigned by management.
** Maintain a positive, proactive attitude with a strong focus on continuous improvement.
** Take feedback constructively and adapt skills accordingly.
What We Offer
** Dynamic work environment: Join an international company experiencing rapid growth
** Competitive salary
** Professional and personal development: Access to various opportunities for growth and career advancement
** Paid training (upon successful completion): Comprehensive onboarding to prepare you for your role
Who You Are & What We Expect
** Strong leader: You have proven leadership skills, with the ability to motivate, guide, and develop a team to achieve high performance
** People-focused: You support team members through coaching, regular feedback, and performance management
** Empathetic and customer-oriented: Passionate about customer service and committed to delivering excellent customer experiences
** Qualifications: Higher education is preferred. Experience working with databases is an advantage. Training in customer service is desirable
** Technical skills: Strong computer skills are essential
** Language skills:
1. Armenian and Russian - fluent (spoken and written) required
2. English - minimum B2 level required
3. Georgian - B1-B2 level
** Key competencies: Strong problem-solving skills, proactive mindset, and a high sense of responsibility
** Adaptability: Ability to work with technical products and align with company values
** Resilience: Ability to handle challenging situations and remain focused in a fast-paced environment
** Multitasking: Ability to manage multiple tasks simultaneously
Working Conditions:
** Hybrid work model with remote training
** Work performance is evaluated by Glovo
** Attendance policy: Strict monitoring of attendance; all absences must be justified
Additional Benefits:
** Private health insurance
** Fitpass membership for fitness activities (monthly fee deducted from salary)
Please apply here: https://m-plus-mena.talentlyft.com/o/cihW/apply
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