This job offer is not available in your country.

Monitoring Specialist

StefaniniBucharest or WFM, Romania

15 days ago

Job description

Job Details

Job Description

Job Title : Monitoring Specialist

Location : Romania, Bucharest

Job Type : Full-Time

Shift : 14 : 00 - 21 : 00 CET

Job Summary :

The Monitoring Specialist will be responsible for overseeing the operations of agents during the 14 : 00 - 21 : 00 CET shift on weekdays and full coverage on weekends. This role involves ensuring that all agents are performing their duties effectively, connecting properly, and conducting day-to-day activities as expected. Additionally, the specialist will step in as an Elite Specialist when required, providing support for specific projects that may temporarily lack sufficient resources.

Key Responsibilities :

Monitor the activities of agents during the designated shift to ensure adherence to company standards and protocols.
Provide real-time support and guidance to agents in addressing any technical issues or concerns that arise during their shifts.
Notify management and support teams in real time if any issues arise.
Conduct regular check-ins and status updates with agents to ensure they are connected and performing their duties effectively.
Collaborate with team leaders and management to identify areas for improvement and implement necessary changes.
Contribute to ongoing projects by stepping in as an Elite Specialist when additional resources are needed, providing expertise and support as required.
Maintain detailed records of agent performance, issues encountered, and resolutions provided to ensure accountability and continuous improvement.
Engage in regular communication with other teams and departments to ensure alignment and coordination on various initiatives.

Qualifications :

Strong understanding of operational processes and the ability to identify areas for improvement.

Proven experience in a monitoring, supervisory, or support role.

Exceptional communication and interpersonal skills with the ability to work collaboratively in a team-oriented environment.

Ability to work independently and manage time efficiently.

Strong problem-solving skills and the ability to think critically under pressure.

Flexibility to adapt to changing priorities and demands.

Job Requirements What"s next : The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to containor be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job. Diversity & Inclusion Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you! About us We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on and join us on , and where we regularly post insights from our colleagues. #LI-DNI

Create a job alert for this search

Specialist • Bucharest or WFM, Romania