Përshkrimi i punës

As a new betting company in Albania we are looking for Call Center Specialist.
-----------------------------------------------------------------------
Si njė kompani e re bastesh nė Shqipėri kemi hapur vendin vakant Specialist pėr Call Center.

Main Responsibilities:
•Assist in the formulation of targets for individuals and teams;
•Manage KPI's for them, keep them on track and support when needed;
•Hire and onboard new employees;
•Answer questions from staff and provide guidance and feedback;
•Anticipate escalation and take over calls when needed;
•Devise ways to optimize procedures and keep staff motivated;
•Measure performance with key metrics such as call abandonment, calls waiting etc.;
•Ensure adherence to policies for attendance, established procedures etc.;
•Keep management informed on issues and problems;
•Work closely with other teams (Marketing, IT teams) to ensure smooth experience to
customers at all times;
•Prepare monthly/annual results and performance reports;
-----------------------------------------------------------------------
Pėrgjegjėsitė kryesore:
•Ndihmon nė formulimin e objektivave pėr individėt dhe ekipet;
•Menaxhon KPI-tė pėr individėt dhe ekipet, I mban tė pėrditsuara dhe jep mbėshtetjen kur ėshtė e nevojshme;
•Rekruton dhe mikėpret nė grup punonjėsit e rinj;
•I pėrgjigjet pyetjeve tė stafit dhe ofron udhėzime e komente;
•Parashikon pėrshkallėzimin dhe merr pėrsipėr telefonatat kur ėshtė e nevojshme;
•Harton mėnyra pėr tė pėrmirėsuar procedurat dhe pėr tė mbajtur stafin e motivuar;
•Vlerėson performancėn me mėnyrat kryesore tė tilla si braktisja e telefonatės, telefonatat nė pritje etj.;
•Siguron respektimin e politikave tė pjesėmarrjes nė punė, vendos procedura etj.;
•Mban tė informuar drejtuesit mbi ēėshtjet dhe problematikat;
•Punon ngushtė me ekipet e tjera (Marketing, ekipet e IT-sė) pėr tė siguruar shėrbim tė qetė pėr klientėt nė ēdo kohė;
•Pėrgatit rezultatet mujore / vjetore dhe raportet e performancės;

Requirements:
•Executive experience in call center 2+ years;
•Native level speaker in Albanian;
•Team management experience;
•Comfortable with Excel;
•You will offer some CRM experience;
•Excellent English communication skills;
•Excellent typing skills;
•Creative, resourceful, and highly organized;
•Knowledge of betting operations is a plus;
-----------------------------------------------------------------------
Kėrkesat:
•Pėrvojė ekzekutive nė call center 2+ vjet;
•Rrjedhshmėri nė tė folur tė gjuhės shqip;
•Pėrvojė menaxhimi nė ekip;
•Njohuri tė pėrdorimit tė Excel-it;
•Ofrimi i pėrvojave nė CRM;
•Aftėsi tė shkėlqyera komunikuese nė anglisht;
•Aftėsi tė shkėlqyera tė shkruarit nė kompjuter;
•Krijues, i/e shkathėt dhe shumė i/e organizuar;
•Njohuri mbi mėnyrėn e operimeve tė basteve ėshtė njė plus;

All interested applicants are kindly asked to send their application composed of:
CV, in English language ideally by email: career@universe.al, or call @ +35544506060
-----------------------------------------------------------------------
Tė gjithė tė interesuarit janė tė lutur tė dergojnė CV-tė e tyre nė gjuhėn angleze nė adresėn e emailit: career@universe.al, ose tė telefonojnė nė numrin e telefonit: +35544506060