Job: Customer Care Director at Digitain LLC Company

Location: Yerevan, Armenia

Category: Business/Management

Type: Full time

Deadline: 18-Oct-18 00:00:00

Salary:

Description

Responsibilities

• Ensure efficient and effective daily operation, improve operational performance of the following teams
  • Service desk
  • Contact center
  • Training and Quality control
  • Change management
• Increase customer satisfaction, loyalty and retention by meeting their expectations
• Assure 24/7 availability of Contact Center for customers' and partners’ inquiries, issues and claims
• Ensure high quality of services provided to both internal and external customers
• Responsible for effective processes design and implementation
• Responsible for setting KPIs for the teams and follow up their accomplishment, initiate corrective and improvement actions
• Prepare and elaborate management dashboards
• Efficiently collaborate with company’s other departments and executives
• Conduct performance appraisals with employees; addressing employee performance and corrective action plans; employee motivation and rewards. 
• Be responsible for improving performance, productivity and efficiency through the implementation of effective methods and strategies.
• Prepare annual  financial and headcount budget for the Customer Care directorate
• Analyze process workflow and  facilitate continuous process improvements
• Hold monthly/weekly meetings with employees
• Report directorate’s activity and performance results  to Deputy CEO according to the targeted objectives

RequiredQualifications

 

• 3+ years experience in Call Center, Service Desk management or other customer service management related field
• 5+ years leadership experience in people and  operations management
• Any experience or background in IT sector will be considered as an advantage
• Good knowledge of ITIL standard
• Strong analytical skills
• Bachelor’s degree in management or IT, MBA preferred
• Fluency in Armenian, English and Russian
• Excellent communication and persuasion abilities
• Proficient  in  operations and people management
• Ability to plan, prioritize and handle effectively and independently multiple projects and tasks
• Ability to make decisions and solve problems while working under pressure

Benefits

Job URL: iJob.am - Customer Care Director @ Digitain LLC