Trainer & Data Analysis for Customer Care

2 semanas atrás

Lisboa, Portugal Europcar Mobility Group Tempo inteiro

Descrição do emprego

Mission
- Performance Monitoring (data analysis) - KPI’s of the Outsourcing
- Knowledge / process Management - Automate processes
- Deliver Training & Training Guide improvement

Main Responsibilities
- Supervise and guarantee that the quality of the telephone service and any other type of contact addressed to the Call Center is in accordance with CIA standards and meets the objectives established by evaluating the recordings and monitoring carried out continuously by the trainer and quality manager of the area, always with the objective of providing a high quality service to our client
- Design, create and analyse activity reports to improve the accuracy of call forecasts, adjusting them monthly with the collaboration of management
- Monitoring of the different KPIs of the area with the aim of increasing sales, improving the income generated in the area and collaborating with Marketing for the implementation of new products in the Contact Center with the manager collaboration
- Lead the department of training and quality of the area, collaborating in the establishment of objectives in the short and medium term, both in terms of training and quality, as well as leading the department of special and transversal projects in our area
- Interact with partners on a daily basis to resolve incidents, monitor results, ensuring targets set by management are followed and met
- Give support to all areas of Call Center Management (Telesales, Att Client, GDS Online etc) if necessary for business reasons or absences.
- Supervise client implants and ensure that tasks defined for any client are accomplished with maximum efficiency and client satisfaction.

Qualificações
- Knowledge of the car rental industry and company policies. Be able to make quick and effective decisions to solve common rent-a-car problems;
- Excellent communication:

- Communicate clearly with the team and customers;
- Excellent interpersonal skills and ability to lead and motivate a customer service team
- Knowledge and management of various technical tools such as GW, Rentway, BO, Proactis brings complexity due to its diversity.
- The collaborative relationship with both internal and external human teams (suppliers) in order to optimise all processes to the maximum, improve the quality of service and achieve results.

Informação adicional

Computer skills and software used:

- Gmail
- Google Drive
- Word
- Excel
- SalesForce
- Qlik Sense

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