EPPC Albania on behalf of its client an International company, is currently recruiting a Head of Customer Service.
Major responsibilities:
Oversee branch operations, focusing on bringing ideas into effective actions;Work on meeting KPIs such as conversion rates while enhancing customer experience;Arrange weekly meetings, lead projects as well as communicate with internal and external stakeholders;Manage and develop a Customer Service Agents team and Team Leads split between Italy and Albania to ensure quality and productivity goals are met;Support the implementation of new procedures and processes within the Customer Service area;Study and analyze workflows, designing meaningful, impactful solutions, while mapping business requirements;Continuously develop tools to ensure optimum operational performance;Ensure all team members under your management have the proper tools they need to perform their job roles;Be in charge of developing new ways of looking into daily business data with the aim of providing strategic insights to the management;Establish impactful relations with the field force (Vice and Regional Managers), supporting their active work in the branches.
Requirements for this position are:
Previous experience in similar managerial position, ideally in startups, management consulting or BPO industry;High level of proficiency in Excel;Excellent oral and written communication skills in Italian and English;Excellent problem solving, critical thinking, and communication skills;Exceptional managerial and analytical skills with the ability to work and manage large departments in fast-paced and dynamically changing environments.
How to apply:
To apply for this opportunity, please fill your application at: https://aplikim.eppc.al
You will be contacted by EPPC only if your CV & support documents will be qualified by our recruitment team.
Apliko