Strona główna

Responsibilities

• Control and support all specialists in respective functions
• Analyse different processes KPI’s from Customer Relationship Management system or provided by Process Control to guarantee SLA’s or propose process improvements,
• Manage the team (up to 15) in B2C area
• Analyse performance of the subordinators to ensure that all necessary tasks are completed in accordance with specifications and deadlines
• Drive people related agenda (target settings, appraisal process, building talents,
• Ensure proper backup structure and succession planning
• Training and development of reporting team
• Leading the agenda of issue solving and monthly meetings 
• Review escalation tickets, assisting the team when either they cannot fulfil SLA’s or have any problem
• Ensure smooth and efficient customer service processes

Minimum Qualifications:

• Excellent communication and analytical skills
• Knowledge of the English language at the level of min. B2
• Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry or familiarity with project management
• MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
• Experience in handling customers within service/technical fields
• Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication
• Excellent organizational skills and detail-oriented approach to problem-solving

What can we offer?

• Attractive salary;
• Stable job offers - employment contract,
• Work in a multicultural and diverse environment with employees from over 30 countries
• Professional trainings and great career development opportunities -free access to our award-winning learning platform,
• benefits such as Insurance, Luxmed, Multisport, additional vacation days, biking policy.