Head of Contact Center

FORTUNE GLOBAL TOP COMPANY, SAMSUNG.

With the success of its electronics business, Samsung has been recognized globally as an industry leader in technology and now ranked as a top 10 global brand.

Our story begins in 1969, when Samsung was created for the purpose of helping people achieve the impossible.

After over 50 years, we're still innovating, creating technology that breaks down old and new barriers so people can do what they can't. We continue to be driven by our purpose, which is why we put people — and the things they care about — at the center of everything we create.

Our values are at the heart of everything we do. We follow five key principles that embody our commitment to people, excellence, change, integrity and co-prosperity. Our goal is to continue growing, innovating and challenging the status quo, to turn our values into action every day.

SAMSUNG ELECTRONICS UKRAINE is opening the vacancy of HEAD OF CONTACT CENTER in Kyiv.

WE OFFER:

• Official employment;
• Competitive & transparent remuneration;
• Great development opportunities: corporate and external trainings; global company networking for professional and personal growth;
• Excellent working conditions: comfortable office in the city center; free lunches; opportunity for flexible working hours; safety at workplace;
• Company benefits package: health and life insurance; corporate doctor; company support for sports and recovery; employee personal support (marriage, child birth etc.); discounts to acquire company products;
• Highly professional, passionate, supportive team;
• Tasks that contribute to global change of people living.

RESPONSIBILITIES:

• Creating offer for further Contact Cener development based on the goals set, tasks pioritization, execution after approval;
• Set the strategy staying abreast of new practices and technologies;
• Review management information and company strategy and get it across to employees, encourage suggestions and recommendations;
• MP planning, capacity planning, cost-benefit analyses, establishing productivity, quality and customer service standarts contributing information and analysis to organiational strategic plans and reviews;
• Support company initiatives to improve efficiency, drive improvements and ensure great customer experience;
• Lead, inspire and coordinate Contact Cener management team to create motivated and engaged colleagues;
• Coordination of recruiting, selecting, orienting, training, coaching, counseling, disciplining employees, communicating job expectations; planning, monitoring, appraising and reviewing job contributions, reviewing compensation actions, enforcing policies and procedures;
• Motivational initiatives, teambuildings organization, planning, ensure efficient and consistent communication throughout the team, encourage feedback and customer insight in order to enhance customer experience;
• Encourage a performance culture, review and set targets to achieve selvice levels and achievments;
• Control of Contact Cener KPI’s, manage of day to day perfomance, development of action plans in order to achieve operation targets, improve results;
• Maintain and improve Contact Cener operations by monitoring system performance, checking trends, identifying and resolving problems, preparing and completing action plans, completing audits and analyses, initiating system and process improvement;
• Prepare budget offer and control over Contact Cener costs, analyze variances, initiate corrective actions;
• Create, monitor and update Contact Cener processes;
• Support internal audit process;
• Office facilities and equipment management, sample control coordination, initiation and execution purchase, bidding procedures, contract signing etc.

REQUIREMENTS:

• Bachelors Degree at least;
• Upper-intermediate English;
• 3 years’ experience as Contact Cener leader or similar position of the group over 50 employees;
• MS Office (Fluent Excel, Power Point), CRM.