Head of Contact Center

General supervision and management of the call center;

Organizing the call center's operations in line with the company's business goals;

Developing and implementing customer service standards;

Monitoring compliance with operator procedures and regulations;

Staff management (recruitment, training, motivation, performance evaluation);

Analytics and reporting;

Interaction with other departments;

Technical and process development;

Implementation of CRM, IP-telephony, and other tools;

Automation of processes to increase efficiency;

Ensuring the quality of customer service;

Handling complaints.

Higher education;

At least 3 years of work experience in Contact Centers or Call Centers, including at least 1 year in the banking sector;

Knowledge of customer service principles and technologies;

Proficiency in Microsoft Office and software used in Contact Centers;

Organizational skills, ability to conduct trainings and presentations;

Ability to draft formal letters and prepare written responses to inquiries at a professional level;

Possession of moral and psychological qualities such as responsibility, communication skills, initiative, and a creative approach to performing functional duties.