Обява Премиум

Customer Experience Team Leader

Job Responsibilities:

-Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions;

-Inform, advise and monitor team members, who provide customer service, in the processing of their labour duties and specific assigned tasks;

-Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift;

-Handle escalations as necessary or provide advice related to them;

-Prepare shift patterns and monthly schedules. Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances);

-Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.);

-Monitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.);

-Provide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.;

-Monitor adherence to predefined KPIs and provide feedback on their adequacy over time;

-Prepare regular reports on current tasks and CS state.

Job Requirements:

-Experience in managing a CS team;

-Ability to be a self-starter, work closely with management and meet all goals within SLA;

-High proficiency in English (minimum C1 level of the CEFR);

-Availability to work on shifts;

-Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Intercom or Slack is a plus;

-Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively;

-Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes;

-Good interpersonal, problem-solving and analytical skills;

-Proficiency in MS Office.