Вакансія Careline Executive

Main responsibility will be to boost call center setup process and drive daily call center work: increase efficiency & consumer care quality.

Job role & responsibilities:

• Campaign daily operations management: coordinating operational tasks, scheduling and monitoring performance, supporting agents with daily work and drive performance development
• Deal with high complexity cases, tasks, calls, complaints solving
• Preparing statistics, reports, statements
• Conduct materials, guides and manuals for careline
• Conducting trainings for new agents and ensuring their flawless integration within the team
• Solving customer questions, letters, and complaints
• Related administrative tasks, sending out letters, data entry occasionally
• Create operating procedures for careline
• Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members incl. compliance with quality standards (enforcement of the relevant directives, regulations, and processes according to their control)
• Ensure profitable operation by promoting adherence to required quality & efficiency indicators
• Check accuracy of data provided to clients and agents
• Escalate to higher-level cases that cannot be resolved immediately
• Planning and participation in resourcing if needed
• Coordinate and drive motivational program for careline

Requirements:

• Fluent Ukrainian
• Fluency in Russian and English
• Excellent written and spoken communication skills
• 1-3 years' experience in call/contact center environment, previous team lead or coordinator position is a must
• Proficiency in Microsoft Office Suite and Online applications
• Technology acumen
• Call/contact center experience from FMCG sector is an advantage
• Excellent analytical and problem-solving skills
• Great leadership and people management skills
• Project management experience is an advantage

Ideal profile:

• Dynamic nature, passionate about growth & innovation
• Can-do attitude and management style
• Customer & result oriented personality & approach
• Thrive under pressure, strong sense of ownership
• Coaching mindset

Working at BAT

British American Tobacco is a market leading, global organization with a long, established history and a bright and dynamic future. Thanks to our people we have continued to deliver growth and exceed expectations in an increasingly complex and challenging marketplace.

Our aim is to become the leading tobacco company in each of our markets by providing excellent products with confidence and responsibility expected of global consumer brands.

If you have the talent and motivation to help us succeed you'll find we are equally committed to helping you reach your full potential too.