Job: Head of Contact Center Unit at Varks.am Company

Location: JobParser.Models.Location

Category:

Type: Full Time

Deadline: 28-Feb-18 00:00:00

Salary:

Description
The incumbent will direct and oversee the Company's customer service through phone calls, website and social media.

Responsibilities
- Develop customer care procedures and guidelines;
- Manage the day-to-day performance of the Unit's operations to deliver high quality service;
- Ensure consistent staff development and assessment based on KPIs;
- Monitor and ensure the compliance with RA legislation and CBA legal acts;
- Manage the smooth and efficient workflow, prioritize and delegate the work within the Unit;
- Ensure timely and comprehensive answers and solutions to customer complaints and other questions;
- Oversee and provide customer service and due care via e-mails, online chats, SMS notifications, voice messages (IVR), phone calls and other official pages in a timely and accurate manner;
- Prepare reports based on business needs and management requests, perform systematical analysis and present proposals based on the results;
- Apply retention and customer loyalty during all contacts.

RequiredQualifications
- Bachelor's or master's degree in Business Administration, Project Management, Public Relations, International Relations, or other related field;
- At least 3 years of working experience in finance and customer service managerial field;
- Strong interpersonal skills;
- Fluency in Armenian, English and Russian languages;
- Advanced troubleshooting and multi-tasking skills;
- High time management skills;
- Strong participative and supportive leader skills and ability to coordinate the increasing number of subordinates;
- Stress-resistant and self-motivated personality.

Benefits

Job URL: iJob.am - Head of Contact Center Unit @ Varks.am