Head of Customer Service Center

Title:

Сlassification:

Full time

Reports to:

Main responsibilities:

Creation omni channel new Customer Service Center.
Leading call center operators so they provide better service for customers.
Answering operators` questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by operators.
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach operators regarding processes and practices, and explain expectations of the company.
Assisting other senior management in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Taking on other tasks or projects to support other managers and call center operators.

Main requirements:

2-3 years Contact Centre Management experience.
Back office management experience.
Ability to understand, deploy and manage automated processes and computer systems for call center management.
Experience of heading complex contact center and back office operations supporting multi-skilled field-based teams and customers.
Comprehensive understanding of contact center technologies, current innovations and future trends.
Extensive experience of Customer Experience Frameworks specifically working with NPS.
Developed communication skills, negotiations, presentations.

Skills:

Communication and leadership skills.
Good in managing priorities, timelines.
Strategical view, but able to deep dive when required.
Reliable, accurate, hardworking, committed, ability to work under pressure.
Ability to take initiative and work with limited supervision.
Ability to brainstorm and develop unique ideas independently as well as within group settings.
Solid foundation of interviewing, research and problem-solving skills.
Ability to multi-task in a fast-paced, creative environment.

Languages:

Please, send your CV via email: