Entreprises Tunisie > Recrutement National PEN

Recrutement National PEN

2 Offre(s) d'emploi National PEN

National PEN Les Berges Du Lac II, Tunis, Tunisie
19/10/2018
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CONTACT CENTRE Supervisor Permanent JOB TITLE:   Contact Centre Supervisor       REPORTS TO: Operations Manager SUPERVISORY RESPONSIBILITIES Responsible for the overall direction, coordination, and evaluation of an Operations Team.  Carries out supervisory responsibilities in accordance with National Pen's policies and applicable laws. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. ESSENTIAL DUTIES AND RESPONSIBILITIES Leadership/Team Management Monitor, motivate, coach and train Associates to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback Supervise and coordinate activities with direct team and with department. Keep Department Manager informed and aware of any escalating problems regarding products, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department. Issue written and oral instructions and assist with questions and training of agents. Supervise and manage the performance of each direct report on a daily basis.  This includes productivity, accuracy, call quality, sales and attendance. Manage employee productivity and performance. Study and recommend procedures to improve efficiency of department, processes and employees. Compile data and trends to aid in creating & maintaining complete documentation of performance improvement conversations and actions Effectively create, issue and manage employee Performance Reviews and Performance Improvement Plans, when necessary in an effort to ensure that individuals meet objectives Other duties and Special Projects as assigned. Setting/clarifying requirements and expectations for Associates. Ensuring disciplinary actions for front-line employees occur in transparent, accurate and timely manner Preparing, maintaining and updating personnel records, reports and documentation as identified and requested Communicating and maintaining National Pen’s vision, direction and culture to the team  Operations Excellence/Process improvement: Ensuring high compliance to operational processes Participating in cross-functional communications and meetings to support achievement of the center’s goals Representing the Voice of the Customer by appropriately escalating feedback to the relevant functions or other internal customers for resolution Working with the management team to develop processes to respond to needs concerning customer satisfaction Finding creative solutions to effectively address internal and external customer queries and concerns Leading and facilitating change with a positive attitude   General/Other: Supporting and assisting with hiring, training and maximizing staff productivity and impact Performing contact center activities as needed as well as additional responsibilities as requested  
National PEN Les Berges Du Lac II, Tunis, Tunisie
02/10/2018
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Crée en 1966, la société National Pen a son siège social à San Diego, en Californie , avec des bureaux au Tennessee , aux États-Unis , au Mexique , en France , en Jamaïque et en Tunisie et notre siège EMEA en Irlande emploie plus de 2200 personnes dans le monde.   National Pen est le 1er fournisseur d’objets publicitaires personnalisés pour plus d'un million de petites et moyennes entreprises dans le monde. Nous proposons des produits promotionnels de grande valeur pour les entreprises et les professionnels de tous les secteurs.   Notre gamme de plus de 5000 produits comprend des stylos, des porte-clés, des blocs-notes, des aimants, des calendriers, des tasses, des sacs et plus encore.   Dans le cadre de l’expansion de notre centre à Tunis nous recrutons des :   Data Entry Administrator   Principales missions : Responsable de la saisie, du contrôle et de la maintenance continue de toutes les données de la campagne (spécifications du produit, mises à jour des prix…) Effectuer la saisie des données sur les campagnes (campagne de vente par correspondance et campagne par e-mail) via des applications logicielles personnalisées (Oracle en particulier) Responsable de l'exactitude et du bon fonctionnement Examiner les écarts des données et prendre les mesures correctives S'assurer que toutes les offres marketing sont chargées au moment où chaque campagne marketing est envoyée aux clients. Interagir avec les membres de l'équipe du service clientèle sur les questions affectant la saisie des données afin de s'assurer que les produits et les prix sont accessibles pour la saisie des données en Irlande