Oferta pracy

Customer Service Excellence Center Leader

Klient Pracuj.plAbout the company

  • Warszawa

    Warszawa, Masovian
  • Offer expired 11 days ago
  • contract of employment, B2B contract
  • full-time
  • manager / supervisor

Your responsibilities

  • Manage team performance against key metrics and company goals for productivity and client satisfaction

  • Lead a team of direct reports. Provide feedback and ongoing coaching to team leads, while supervising daily operations of the department

  • Partner with cross-functional teams and key stakeholders in multiple countries to share insights, best practices, and encourage improvements and accountability

  • Leverage data and technology to develop and improve internal- and external-facing processes

  • Develop and implement initiatives to continually raise customer satisfaction and exceed customer expectations

  • Drive improvement in key performance metrics including service levels, turn-around time, effort, and quality

Our requirements

  • A minimum of 10 years of people leadership experience managing a multi-channel inbound customer service center

  • Strong interpersonal skills and capacity to cultivate team member growth and development

  • Experience working with contact center technology, with ability to drive exceptional customer experiences through tools such as IVR, Chat, Self Service, Knowledge Hubs and CRM systems

  • Ability to motivate, train, and coach team leads to develop talent and retain team members

  • Excellent communication, collaboration, and presentation skills, both written and verbal

  • Highly developed analytical skills, ability to manage multiple priorities and projects

  • Ability to drive performance metrics such as productivity, CSAT, Turnaround Time, Handle Time, and other key channel and customer metrics

  • Familiarity with Power BI and Salesforce will be as an advantage

  • Fluent in Polish and English. Other European languages will be as a plus