В сервис пассажирских перевозок inDrive требуется Head of Customer support.
What you'll do:
- Manage full scale high frequency Contact center/customer support operations in all assigned countries of presence
- Manage team of supervisors and all contact center teams in countries of presence
- Resource planning and forecasting
- Manage recruitment, building a team, attrition and absenteeism in assigned location. Team ramp up and training of new employees (supervisors)
- Manage all key metrics and required level of service in assigned regions on all CS lines (chat, email, inbound calls if applicable) - SLAs, AHT, Abandon rate, FCR, efficiency/utilisation of agents and other key Contact center metrics. Contact center performance evaluation
- Monitor and manage key dashboards and KPIs
- Daily work in all CS tools and systems including CRM
- Budget planning and forecasting (headcount, payroll, licenses, all other opex expenses assigned to the region)
- Develop and adopt training and development program for ground staff together with HRBP and Training team
- Manage recruitment funnel, training and onboarding, as well as Quality assurance metrics for the assigned staff in regions
- Maintain favorable working environment
Expectations from you:
- Bachelor's degree
- 5+ years of experience working in a contact center environment
- 3+ years of experience as a manager/supervisor in contact centers, managing 100+ staff (preferably in different locations)
- Enhanced experience working in Customer support CRM systems
- Strong analytical skills with the ability to interpret data and draw actionable insights
- Excellent proficiency in Microsoft Excel/Google Sheets and other data analysis tools.
- Excellent communication skills, both verbal and written.
- Demonstrated ability to work collaboratively with cross-functional teams.
- Knowledge of Salesforce is a plus
- Knowledge of Mobility as a service industry is a plus
- English Advanced
Offer:
- Combined work schedule with the possibility of part-time remote employment
- Unlimited opportunities for professional and career development, regular external and internal training from our partners
- Partially or fully paid additional training courses
- The opportunity to become part of an international team of professionals and just good people, who all together create one of the coolest success stories in the global IT industry