Head of contact center
TACRMR-18646
Seniority:
Head
Team:
Customer Service
Location:
Kazakhstan (Almaty)
Segment:
PIN-UP.CRM
Requirements
- Experience in the positions of Head/Team Lead of Contact Center;
- Management experience of at least 3 years;
- Experience in building processes from scratch;
- Experience in managing a team with indirect subordination of 50 people or more;
- Knowledge of the Contact Center structure.
Will be plus
- Experience in sales;
- Experience in international companies;
- Knowledge of English at level B2
Responsibilities
- Ensure the smooth operation of the office located in Kazakhstan;
- Monitor the work of departments that support the functioning of the office;
- Organize and supervise the remote work of employees assigned to the unit;
- Develop the structure of departments, including positions, quantity, and systems of material and non-material motivation;
- Control the staffing process;
- Organize the introduction of new departments into work;
- Monitor the implementation of assigned tasks by departments;
- Monitor the implementation of recruitment plans;
- Organize and control finances, from utility bills to employee statements;
- Analyze the work of the outgoing line (sales) to obtain the maximum possible profit;
- Analyze the customer funnel and propose new ways to retain and return customers;
- Introduce a client-oriented approach to customer service;
- Monitor global trends in the contact center market;
- Calculate the required number of operators to provide quality customer service;
- Take part in the development of the employer brand.
Our benefits to you
- An exciting and challenging job in a fast-growing product ecosystem, the opportunity to be part of a multicultural team of top professionals in Marketing, Management, Operations, Engineering and Architecture, etc.;
- Great working atmosphere with passionate IT experts and leaders, sharing a friendly culture and a success-driven mindset is guaranteed;
- Beautiful offices in Kyiv, Warsaw, Limassol, Almaty, Yerevan work with comfort and enjoy the opportunity to build a network of connections with IT professionals day by day;
- Laptop & all necessary equipment for work according to the ecosystem standards;
- Paid vacations, personal events days, days off;
- Paid sick leave;
- Medical insurance;
- Referral program — enjoy cooperation with your colleagues and get the bonus;
- Educational support by our L&D team: internal and external trainings and conferences, courses on Udemy;
- Free internal English courses;
- Sport Benefit;
- Multiple internal activities: online platform with newsletters, quests, gamification, and presents for collecting bonuses, PIN-UP talks club for movie and books lovers, board games cozy evenings, special office days dedicated to holidays, etc.;
- Company events, team buildings.
Do you want to fulfill your dream?
Take your career to the next level with PIN-UP.
Сreate trends, don’t follow them!