Location: JobParser.Models.LocationModel
Category:
Type: Full-time
Deadline: 30-Jun-18 00:00:00
Salary:
Description
The incumbent will direct and oversee the Company's Contact Center, ensure high quality customer service and compliance with RA legislation.
Responsibilities
- Improve processes and develop comprehensive procedures to guide daily work of employees;
- Oversee and direct the day-to-day performance of the Contact Centre;
- Coordinate the work with other departments and partners;
- Ensure high quality customer service and client oriented approach by Contact Center;
- Ensure consistent staff development and assessment;
- 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 Department;
- Ensure timely and complete answers to customer complaints and applications;
- 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.
RequiredQualifications
- Higher education in Business Administration, Finance, Project Management, Public Relations or other related field;
- At least 3 years of working experience in financial institutions in a managerial position in a customer support area;
- Sound skills in project management;
- Ability to lead large number of employees;
- Strong interpersonal and time management skills;
- Fluency in Armenian, English and Russian languages;
- Advanced troubleshooting and multi-tasking skills;
- Excellent MS Office knowledge;
- 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 UCO CJSC (Varks.am)
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