Head of Customer Service Center User Support Department

Job Description

Responsibilities:

  • It manages the department, sets and distributes tasks to the department employees, controls their performance (planning, operative management of employees).
  • Identifies possible incidents and analyzes their causes;
  • Initiates employee training, creates and organizes training sessions. Forms the strategy of team development.
  • Carries out consideration of complaints, claims, complex and non-standard user cases, takes measures to prevent and eliminate conflict situations, finds out the causes of occurrence and initiates changes in processes to prevent repeated complaints;
  • Control the timeliness of processing channels/directions in accordance with the established targeting. Carries out the analysis of reasons in case of not timely processing and develops measures aimed at eliminating these reasons.
  • Provides the necessary level of user service quality according to the established requirements;
  • Analyzes all indicators of the department and employees on a regular basis and initiates measures aimed at improving the indicators.
  • Provides detailed feedback to Group Leaders and Supervisors, systematizes and analyzes information for decision making.

Requirements:

  • Ability to organize the work of the team from 100 people
  • Focus on employee development;
  • Analytical skills;
  • Thinking system and structural approach;
  • Customer centricity .
  • Effective communications
  • Determination, sociability, systemic view of things
  • Higher professional education
  • Experience in managing a team of 100 people, desire and proven ability to develop the team, the ability to make tough decisions.
  • People management - a key skill (training, coaching, adaptation), the ability to express thoughts in a structured way, logic and systematic thinking.

Terms:

  • Salary + Quarterly bonus 20%
  • Mobile Compensation
  • Working in a stable and growing large company
  • Schedule 5/2
  • Registration according to the RF Labor Code

 

 
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Contact

Anastasia Soldatkina
+7 495 935-86-06