Oferta pracy

Contact Center Manager

Michael Page

  • Bydgoszcz

    Bydgoszcz, Kuyavia-Pomerania
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • manager / supervisor

Recruitment for

Multinational IT company focusing on technology configuration, deployment and support in the payments, energy, ICT and security sectors. Our client is helping their customers win by delivery of superior customer experience, gaining commercial and competitive advantage, building their reputation and revenues.

Your responsibilities

  • Hire, on board and train Contact Centre personnel.

  • Coach Contact Centre staff through challenging customer service issues.

  • Analyse Contact Centre data and prepare reports and meaningful data for upper management.

  • Evaluate staff effectiveness and performance weekly, monthly annually.

  • Lead team meetings and give presentations to executives and customer when required.

  • Develop monthly, quarterly and annual Contact Centre goals and action plans.

  • Prepare work schedules to ensure sufficient coverage is in place to match the demands of our customers and colleagues that utilise the contact centre,

  • Create personnel utilisation reports and be prepared to share and present these to the management team.

Employer requirements

  • Experience in leading teams and projects in complex and international customer service company

  • Ability to multitask and stay organised

  • Proficient with basic computer software and phone systems

  • Excellent interpersonal, problem-solving and leadership skills

  • Ability to stay calm in stressful situations and meet strict delivery expectations

  • Strong grasp on the company's services and customer service policies and expectations.

  • Knowledge and relevant experience in performance management with focus on quality of delivered services

  • Providing clear and meaningful conclusions from created performance and efficiency reports

  • Value added approach with everlasting urge to deliver best solutions to clients together with managed team

  • Advanced command English is a must

What employer offers

  • Work opportunity in an international environment with high level of independency and satisfaction from achieved goals (individual and as a Team)

  • Real possibility to have full impact on development and company's strategy

  • Opportunity to work in customer service provider in Poznań

  • Close cooperation with Management Team across the world

  • Competitive salary, benefits package, training and workshops

  • Work from home possibility