Customer Service Manager

- Build up and manage a customer service team dedicated to consumer service inbound sales for consumer finance clients
- Create and implement policies related to quality of service across the region including handbook and unstandardized scripts for consumer service consultants
- Actively participate in a 'hands on' manner, in the daily functioning of the Customer Service Centre, including answering telephone and e-mail enquiries and participating in the processing of client applications and data checking
- Monitor the efficiency and effectiveness of the processes and procedures within the Centre, identify areas of improvement
- Manage, guide and coach the employees in terms of the team's qualitative and commercial results, service levels (completed calls, call times, handling times, etc)
- Identify and implement appropriate solutions to business problems through active participation and involvement in projects for improvement

- University degree
- 3-5 years prior Customer Service / Call Centre experience in a supervisory role (managing min. 15-20 people)
- Self-starter with banking knowledge and strong understanding of business processes
- Preferred background in finance
- Fluent English and Polish are a must