At least 2 years’ experience in coordinating a customer relations or back-office team
Very good communication (verbal and written) and interpersonal skills with both his/her team and the company’s customers
Ability to coordinate, organise and streamline team activities
Ability to motivate the team to meet performance standards
Quick learning ability, analysis and reporting experience
Ability to work according to department procedures and standards
Proactive, motivating, empathetic attitude
Very good PC skills: MS Office Word, Excel, Outlook and Internet navigation.
Responsibilities:
Coordinating the work of the team ensuring the best quality service to the company’s customers in accordance with the department’s procedures
Ensuring the smooth running of the team by efficiently organizing and distributing daily tasks effectively, in order to achieve the established qualitative and quantitative indicators
Constant monitoring of the team’s objectives and reporting of deviations where appropriate
Monitoring specific activities of the coordinated team according to deadlines (registration of documents, dispatch and archiving of documents, issuing and renewal of digital certificates)
Organising regular team meetings, setting priorities and deadlines
Participation in the staff selection and recruitment process
Team training and development
Monthly monitoring of individual and departmental results
Maintaining a positive work climate based on professionalism and collegiality
Participation in the development of work procedures and instructions and their implementation. Updating and ensuring compliance with them, as well as reviewing them regularly
Optimizing workflows in daily work and assigned projects
Carrying out reports, analyses and proposing solutions to identify aspects to be improved at team level
Liaison between the team and other company departments, ensuring effective communication and collaboration.
