International organization is searching for a candidate for the position of:
Contact Center Group Leader
Miejsce pracy: Warszawa
Nr Ref.: L/DOK/CC/0214
Summary
Contact Center Group Leader manages Contact Center employees in order to ensure high quality of service for Representatives, Sales Leaders, Zone Managers and Customers. The person on this position cooperates also with CS and other sections / departments’ Managers in order to ensure efficient operations for Contact Center.
Essential Duties and Responsibilities:
- planning, supervising and evaluating work flow
- coordinating work activities to achieve the volume expected to meet operational requirements
- recognizing and recommending operational improvements.
- monitoring performance of subordinates according to established monitoring standards
- maintaining level of abandon rate and service level for phone contacts according to defined KPIs
- conducting email and phone monitoring sessions, every day informal coaching, giving feedback
- creating operational agenda for the section
- monthly and quarterly reports analysis in terms of achieving main business KPIs
- collecting materials necessary for efficient campaign maintenance by Contact Center and ongoing updating Call Center data base
- participating in procedures and instructions revision
- taking over difficult calls
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Dane osobowe podane w zgłoszeniach będą przetwarzane przez Avon EMEA Finance Service Centre Sp. z o.o. z siedzibą w Warszawie przy Ul. Fabrycznej 5 na potrzeby realizacji procesu rekrutacji, zgodnie z ustawą z dnia 29.08.97 r. o ochronie danych osobowych (Dz. U. 2002, Nr 101, poz. 926 ze zm.). Podanie danych jest dobrowolne. Każda osoba ma prawo dostępu do treści swoich danych lub ich poprawiania.
