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

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© 2020 JSCB "TBC BANK" License #86, 11.04.2020