Vəzifə təlimatları
- Maintain management of Fixed Contact Centre daily operation, efficiency, planning and etc.;
- Monitor the KPIs of Fixed Contact Centre employees, and lead the agents to meet their objectives, by providing mentorship, tools, and professional development;
- Prepare reports and analyze data to improve processes and maximize customer satisfaction;
- Maintain employee work schedules including assignments, job rotation, training, vacations, and overtime scheduling;
- Act as the Voice of the Customer, championing change and improvements across the customer experience, driving change, and influencing future change/projects to support and achieve improvements in the customer experience;
- Carry out other tasks related to the position assigned by management.
Namizədə tələblər
- A bachelor's degree in business, sales, or any other relevant field
- 3 years of experience in the customer relationship field
- Proficient with Microsoft Office software
- Knowledge of Azerbaijani and Russian – advanced; English – basic
- Analytical thinking
- The understanding of complex information
- Drawing conclusions
- Performing under pressure
- Ability to stay calm in stressful situations
