We are currently looking for candidates for the position:
Call Center Manager
Miejsce pracy: Gorzów Wielkopolski
Your responsibilities:
- Fully responsible for the strategical and operational management of all subordinate Call Centers, outsourced and in-house.
- Assist Head of Global CC operations in strategizing a cost-efficient solutions for Regional CCs.
- Play a key role in developing and implementing call center initiatives for the in-house and external CCs including cost management, FTE planning, contacts volume forecasting, setting CC guidelines and controlling KPIs, driving processes improvement, QA Management, contracts reviewing with service Vendors,
- Customers’ satisfaction survey (NPS) management, etc.
- Work closely with the Gorzow technical QA, FFL (Fast Feedback Loop), and Sales team to provide first-hand information about the products and consumers’ feedback.
- Initiate the training to vendors and manage the sample units on vendors’ location.
- Assist Corporate CS in ad hoc projects for regional Call Centers.
We expect You to have:
- Call Center management experience at multi-national company
- 8-10 years of hands-on Call Center management experience
- Master or Bachelor level education
- Proficiency in English, both in written and spoken
- Excellent planning and communication skills
- Great time management ability
- Analysis skills and logical reasoning powers
- The ability to handle to cross-cultural interactions
- Superior analytical and problem-solving skills
- Related work experience: contract negotiations, consumer care, project management
- Advanced Microsoft office and computer knowledge
