Head of 1st level customer support

Описание

If you are passionate to:

Manage & take responsibility
• manage 1st level customer support /hotline 24x7/, including all activities performed by internal teams /100+ employees/ and outsourcing partners. In the scope of support activities all customer segments/product lines are included /fixed & mobile services; residential & business customers/
• manage internal customer support /20+ employees/, including all activities to support external partners, key accounts and shops;
• monitor closely and report all Customer Service KPIs with appropriate analysis and action plan to improve
• manage strategic projects to develop Mtel’s Customer Service as best in class on the market
• manage budget workload and resources, tools, changes needed to perform in the most competitive way with reasonable cost
• coordinate Customer Service relationships with all other functions with the single goal to provide excellent customer experience
• set challenging targets for all activities and take responsibility to achieve them
• lead Waste-, Quality-, Change-, Risk-, Crises-, Faults & issues-, Innovations management within Customer Service area


Lead & Inspire
• empower the team members & partners to improve their results and struggle with all resources to keep them motivated, dedicated and satisfied
• set high standards for self and others, keep promises, change fast to address the dynamic challenges in hotline daily life
• improve new comers onboarding, discover and promote talents, improve employees satisfaction
• develop performance management system to provide better recognition, rewarding and engagement of the employees


Challenge & Improve
• challenge and optimize processes, identify and implement improvements to help drive operational efficiency
• develop corporate Customer Service standards to exceed customer expectations
• update and improve Customer Service strategies and tactics to increase customer satisfaction and reach company’ operational excellence goals
• develop various communication channels with the customers, including self-care on web, IVR, IoS & Android applications, etc.


Listen & Respect Diversity
• build and maintain productive and aligned with company values relationships with direct reports, peers and customers
• listen to the voice of the customers and team members


And your professional skills comprise of:
• 3+ years of experience in management role, directly leading 50-100 employees
• 3+ years of operational experience in customer service, including outsourcing industry
• successful track record of managerial achievements and references
• focus on team development in parallel with full dedication to target achievement
• agility, quick decision making skills and result - driven attitude
• ability to focus on quality, rather than perfectionism
• flexibility and openness to adopt new ideas, to encourage diversity of concepts and ways of working
• very good computer literacy is compulsory
• proficiency in English


We propose you:
• empower the digital life together with a team of young professionals in the most exciting fast-developing industries;
• work, learn, develop and share knowledge and success within the market telecom leader
• build a team and share results and emotions in friendly, ambitious and motivated working environment
• challenging assignments and career development opportunities in multinational company
• attractive remuneration package and fringe benefits


Apply now!

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:
Трудов безсрочен

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Телекомуникации

Държава:

България

Населено място:

Гр. София

Адрес:

ул. Кукуш 1

Дата:

22.05.2017

Организация:

А1 България ЕАД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за А1 България ЕАД може да получите ТУК