REQUIREMENTS:
- Demonstrable experience as contact center manager or similar position;
- Experience in customer service is required;
- Knowledge of performance evaluation and customer service metrics;
- Solid understanding of reporting needs and requirements;
- Proficient with contact center ticketing systems and contact routing configuration;
- Outstanding communication and interpersonal skills;
- Excellent organizational and leadership skills with a problem-solving ability;
- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated;
- Certifications as a Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
RESPONSIBILITIES FOR THE POSITION INCLUDE:
- Reporting to the Director, Delivery, manage a 24/7, multi-customer, omni-channel, Contact Center Operation;
- Develop objectives and for the contact center’s day-to-day activities;
- Provide escalation and personnel management for the contact center staff;
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.);
- Define Contact Center objectives and KPI metrics;
- Collect and analyze contact center statistics (sales rates, costs, customer service metrics etc.);
- Hire, coach and provide training to personnel to maintain high customer service standards;
- Develop, monitor and improve contact handling, chat, and other procedures;
- Evaluate operational performance with key metrics (accuracy, call-waiting time etc.);
- Prepare reports for different departments or upper management;
- Be a key contributor in the estimation of staffing required to support new prospective customers or business lines.
WILL BE A PLUS:
- Experience in retail services or the fuel & convenience industry.
STUZO OFFERS:
- Long-term employment;
- Competitive compensation with regular performance based salary and career development reviews;
- 22 working days of vacation per year;
- 8 paid sick leave working days per year;
- Health insurance program;
- Flexible working hours;
- Sponsored company educational program, corporate library, Toastmasters club;
- Comfortable and cozy office;
- Funny celebrations, team outings and company events;
- Unique and friendly environment where everyone can explore and learn new technologies.
About Stuzo
Who we are: Stuzo helps Everyday Spend Retailers Know and Activate™ more customers and data in real-time, leading to more visits, more gallons, and bigger baskets. Stuzo’s Open Commerce® product suite consists of: Activate for Intelligent 1:1 Loyalty, Transact for Contactless Commerce, and Experience for Cross-Channel Customer Experiences.
At Stuzo, we share a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. This means we only hire nice, bright, fun people who work hard by default, due to their motivation and passion for their craft.
Join our team to build digital products for some of the world’s largest brands!
Company website:
https://stuzo.com/
DOU company page:
https://jobs.dou.ua/companies/stuzo/
The job ad is no longer active
Job unpublished on
25 October 2021
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