Customer Service Manager

Car-sharing company is looking for Customer Service manager for Prague region.

You will be responsible for

• contact center teams (inhouse and outsource) providing ongoing customer service
• planning activities and forecasting for team
• managing the day to day performance of the Contact Centre Operations to deliver a best in class service,
• responsible for meeting or exceeding all KPIs and within budget
• setting the strategy for the development of the contact centers
• leading and coordinating the contact center management team at all levels to create motivated and engaged colleagues
• supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints;
• responsible for the recruitment, training, induction and coaching strategy

Požadavky

• high school or university education
• fluent English language (daily communication with foreign management), native Czech/Slovak language
• at least 35 years experience in management of customer service team (the whole process; interviewing, training, controlling and motivating team members)
• strong mentoring skills, people person
• focus on results
• ability to effectively manage group and interpersonal conflict situations
• driven and positive team leader with excellent communication skills

Požadované vzdělání

• bakalář

Jazykové znalosti

• angličtina: C1 - aktivně
• čeština: C1 - aktivně

Benefity

• by agreement