- Ensure compliance with service level agreements (SLAs) across various tasks and services to meet customer and business expectations.
- Handle escalated issues that require more in-depth analysis, ensuring timely and effective resolution of complex cases.
- Monitor department processes for compliance with internal policies and industry standards, ensuring consistent and high-quality performance.
- Execute any other tasks as assigned by the direct supervisor, contributing to the overall success of the department.
- Conduct continuous quality checks on team performance, processes, and support activities, ensuring high standards of service delivery.
- Collect and provide constructive feedback to team members on performance, while also gathering and delivering product-related feedback to relevant stakeholders.
- Oversee shift operations, coordinate task allocation, and support the team to ensure efficient workflow.
- Ensure resource coverage for operational demands and resolving any shift-related challenges proactively.
- Prepare and manage shift schedules, adjusting to sudden changes to workload and workforce availability as needed.
- Minimum 3 years of experience as a Senior Support Representative or similar role.
- Previous experience in shift coordination or team leadership.
- Fluency in written and spoken English (C1 level or above).
- Hungarian language is an advantage
- 230 Characters Per Minute or more typing speed. Blind typing is an advantage.
- Ability to make confident and accountable decisions in critical situations.
- Excellent multi-tasking skills, with working on 2 monitors at the same time.
- Excellent verbal and written communication skills, with the ability to provide professional feedback and constructive guidance.
- Previous sales communication and conflict de-escalation experience is an advantage.
- Self-confident and sets high expectations towards themselves when it comes to the quality of their work.
- Strong organizational skills with the ability to plan shifts and manage resources effectively to meet operational demands.
- Capable of working in a dynamic environment, adjusting to shifting priorities and unforeseen challenges.
- Ability to learn quickly and be able to pass new knowledge to others with practical hands-on mentoring.
- Strong knowledge of Microsoft Excel and Word, advanced level is an advantage.
- Strong user-level Windows knowledge.
- Previous experience in content moderation, content tagging, registration handling is a strong advantage.
- Work in a dynamic three-shift system (morning, afternoon, night) that will adapt to the required resources and your availability
- Exceptional Salary Package
- Home Office opportunity
- An exceptional compensation package (All You Can Move sport pass, a yearly 500.000 Huf /year cafeteria package)
- Private health insurance for when you don’t feel so great
- The opportunity to see your work directly contribute to the success of the company
- We want you to grow with us, so we offer the opportunity to attend conferences, technical workshops, trainings, and meetups, along with certification possibilities
- Company branded merchandise (goodies)
Byborg Enterprises is an equal employment opportunity employer. We consider individuals for employment based on their skills, abilities and experience. We thrive to attract and hire a strong, talented and diverse workforce, prohibiting discrimination based on race, color, religious or political beliefs, age, nationality, physical, mental or developmental disability, gender, sexual orientation.
DISCLAIMER: This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.
NOTE: Byborg Enterprises SA does not accept unsolicited resumes from agencies. We consider any resume (CV) or biography received from an agency without prior approval from our Legal and Recruiting Department to be unsolicited, and such submissions will not be recognized for purposes of “ownership” of the candidate.
We are in it for the long haul so your future is safe with us.
