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01.11.2019

Operations deputy Manager (Call Center)

Staff Service
Электроника и электротехника
  • Регион:Киев
Английский (выше среднего)

Our client, one of the world leaders in the manufacture of electronics and home appliances, opens a competition for a vacancy of Call Center Operations deputy Manager

 

Responsibilities:

  • Attrition forecasting, Planing of new hirings, new MP implementation.
  • Call forecasting, creating of shifts plan, MP fullfillment, analysis, reporting. Troubleshooting
  • Setting targets, support, control, feedback, staff development
  • SLA achivement (Service level, service time, answer ratio, ASA, etc.) Improvement of main productivity KPI: AHT, CPH, Utz, Occu, etc. Real-time operations management
  • Payments processings, cost analysis and improvement. Communication with vendors, agreements preparation.
  • Daily/weekly/monthly reporting for TOP management. Reports in Excel, PPT, Word (connected to CC operations)

 

Requirements:

  • Bachelor degree is a must
  • At list 3 years of experience in CC and people management
  • Advanced PS user, MS Excel, MS PowerPoint
  • English - Upper-Intermediate