Funciones:

This position delivers customer experience support to customers as defined by the company and delivers a strong sense of customer focus in a cost effective way. This position also manages day to day employee performance and administration tasks.

Key Responsibilities:

- Supervises, monitors and maximises the quality and productivity of the company’s customer service environment.
-Ensures that customer faults and queries are managed through to a satisfactory resolution, meeting business goals, objectives.
-Reviews and develops systems and processes to facilitate fast and efficient identification and resolution of customer faults and enquiries.
-Coaches and develops the Customer Support team and engenders a strong sense of team working.
-Analyses statistical data for management reporting.
-Conducts quality checks to ensure that the team projects a professional image and provides a quality service at all times.

Requisitos:

-2 to 3 years of Senior Management experience within a contact centre.
-Previous experience in managing a team of more than 80 people.
-Good amount of experience in a customer facing role in an international and/or complex environment
-Fluent level in English (written and spoken).