Role details

Contact Center Manager

Katowice   •  Permanent

Bullet points

  • Call Center
  • Fast Growing Company

About Our Client

Our client is a fast growing international company.

Job Description

  • Supervise, train, coach, evaluate, and manage all customer service specialists
  • Manage a database of customer and product information, including the portal for data entry
  • Gather and assess data on customer satisfaction and product quality; establish performance metrics and proactively identify trends and opportunities
  • Design and prepare key performance indicator reports and circulate for internal review
  • Analyze and resolve difficult customer problems, inquiries, and complaints
  • Communicate with employees on a daily basis to ensure effective resolution of issues and challenges
  • Schedule work to ensure accurate phone coverage; monitor priority of calls and shift escalated calls to ensure resolution of problems
  • Prepare standard reports to track workload, response time, and quality of input
  • Plan and implement goals and make recommendations to management to improve efficiency and effectiveness
  • Develop call center policies and procedures

The Successful Applicant

  • Master degree preferred
  • At least 5 years call center management experience
  • Proficient in Microsoft Office
  • Excellent organizational skills, including work prioritization and multi-taking in a fast-paced environment
  • Advanced communication skills
  • Fluent English

What's on Offer

Great environment to work

Apply for this job

Click the Apply or LinkedIn button below or contact Radoslaw Szafranski quoting job reference 22100
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