
Head of Customer Service Center
Title:
Head of Customer Service Center
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:
- Russian – fluent
- English – preferably
- Uzbek – as a plus
Please, send your CV via email: job@tbcbank.uz