ПУБЛИЧНЫЙ БЛОГ (ФОРУМ)


13 March 2020 21:07

[Vacancy] Samsung Call Center Operational Manager (Moscow)



Karlov Valeriy
Karlov Valeriy,
Head of Digital SVC & VOC,
Samsung Electronics Rus


Samsung Electronics RUS is looking for a self-organized and analitical professional to be a Call Center Operational Manager!

Key responsibilities:

  • Managing the daily running of the Call Centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
  • Carrying out needs assessments, performance reviews and cost/benefit analysis;
  • Setting and meeting performance targets for speed & efficiency;
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
  • Reviewing the performance of staff;
  • Recording statistics, user rates and the performance levels of the centre and preparing reports;
  • Handling the most complex customer complaints or enquiries;
  • Organizing staffing, including shift patterns and the number of staff required to meet demand;
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
  • Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
  • Check CCC IT needs and fix issues;
  • Control and manage decisions at VOC cases;

Key requirements:

  • More than 3 years of proven experience as Call Centre Operations manager (preferable spheres: Telecom, Retail, Banking);
  • Strong management, analytic and reporting skills;
  • English - not less than Intermediate (oral and written communication);
  • Advanced user of Excel, Power Point;
  • COPC certified call center manager or similar qualification is a plus

Conditions:

  • Permanent contract;
  • Location: Nagatinskaya metro station;
  • Personal medical insurance cover (including stomatology services) life insurance, mobile compensation, lunch and fitness compensation, bonuses.

Contact point: Valeriy Karlov (v.karlov@samsung.com)


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