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Ad title:
Ukrainian and English Speaking Team Leader
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Mplus
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Published: 21 January
/ Deadline: 21 February
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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.
Key Requirements:
** Proven experience in managing a Ukrainian-speaking team.
** Native-level proficiency in Ukrainian.
** Strong command of English (B2/C1 level), both written and spoken.
** Previous experience in Call Center, Customer Support, or BPO environments.
** Flexibility and availability to work in shifts between 11:00-23:00 (Georgia time), 7 days a week.
Key Responsibilities:
** Manage and lead the team effectively to ensure high performance and engagement.
** Conduct weekly quality assurance evaluations and ensure compliance with performance standards.
** Attend and actively participate in weekly client meetings, including WBR (Weekly Business Review) and outlier meetings.
** Perform real-time monitoring (RTM) when the RTM team is unavailable or when additional operational support is required, including monitoring agents` schedules, adherence, and break times.
** Follow up on, prepare, and complete all reports, files, and performance analyses requested by the client in a timely and accurate manner.
** Provide regular, constructive feedback to agents and deliver coaching sessions to support performance improvement and professional development.
** Conduct written and verbal interviews as part of the recruitment and onboarding process for new hires.
** Monitor overall team performance, take corrective actions when necessary, and prepare regular performance reports for internal and client stakeholders.
Join our team and make a difference!
You can apply here: https://m-plus-mena.talentlyft.com/o/cgpI/apply.
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