Head of Call Centre

Job description:

Duties and responsibilities:

  • 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.

Required skills and qualifications:

  • 2-3 years Contact Centre Management experience;

  • Back office management experience;

  • Ability to understand, deploy and manage automated processes and computer systems for call centre management;

  • Experience of heading complex contact centre and back office operations supporting multi-skilled field based teams and customers;

  • Comprehensive understanding of contact centre technologies, current innovations and future trends;

  • Extensive experience of Customer Experience Frameworks specifically working with NPS;

  • Fluency in Russian and English, Uzbek –preferable.

Personal skills:

  • Communication and leadership skills;

  • Good in managing priorities, timelines;

  • Strategical view, but able to deep dive when required;

  • Diligence;

  • 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.

Please, send your CV to the job@tbcbank.uz

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