Call Center Operational Manager
Miejsce pracy: Poznań ( miejsce pracy: Gorzów Wielkopolski)RESPONSIBILITIES:
• Responsible for operational management of all subordinate Call Centers, outsourced and in-house.
• Assist Head of Global CC operations in strategizing a cost-efficient solutions for Regional CCs.
• Play a key role in developing and implementing call center initiatives for the in-house and external CCs including cost management, FTE planning, contacts volume forecasting, setting CC guidelines and controlling KPIs, driving processes improvement, QA Management, contracts reviewing with service Vendors, Customers’ satisfaction survey (NPS) management, etc.
• Work closely with the Gorzow technical QA, FFL (Fast Feedback Loop), and Sales team to provide first-hand information about the products and consumers’ feedback.
• Initiate the training to vendors and manage the sample units on vendors’ location.
• Assist Corporate CS in ad hoc projects for regional Call Centers.
REQUIREMENTS:
• Call Center management operational experience at multi-national company
• 8-10 years of hands-on Call Center operational experience
• Master or Bachelor level education
• Proficiency in English, both in written and spoken
• Excellent planning and communication skills
• Great time management ability
• Analysis skills and logical reasoning powers
• The ability to handle to cross-cultural interactions
• Superior analytical and problem-solving skills
• Related work experience: contract negotiations, consumer care, project management
• Advanced Microsoft office and computer knowledge
• Willingness to relocate
