В компанию-международный производитель бытовой техники Electrolux ищут Head of Contact Center.
Company is now looking for a Head of Contact Center to join Ownership Sales and Services team in Moscow, Russian Federation. The main objective of the role is to shift towards a consumer centric approach, reshaping the way we engage, interact and create value for consumers.
Responsibilities:
- Provide business and people leadership to in-house Contact Center of 20 operators, Contact Center Trainer and 2 Team Leaders
- Drive initiatives to create simply outstanding consumer experience through Contact Center
- Develop Contact Center as revenue creator both for consumers and Electrolux (cross/up selling of goods and services, etc.)
- Manage costs of Contact Center
- Drive training processes for the team
- Improve monitoring procedures and KPIs
- Roll out new tools, continuously improve ways of working
Qualifications:
- Higher education
- Working experience within Contact Centers, including 2-4 years of managerial experience
- Knowledge of CRM and ERP systems (SAP would be an advantage)
- High level of energy, responsibility and initiative approach to work
- Required languages: fluent Russian, fluent English