Вакансия Efficiency Manager

To optimize business processes, load efficiency practice of customer service channels, we are looking for Efficiency Manager for Customer Care department.

Primary responsibilities of Efficiency Manager are to:

• Develop and implement the analytical reporting system of Customer Care function;
• Customise, analyze and evaluate Customer service metrics;
• Monitor customer service trends to identify opportunities for improvements within existing frameworks, tools and processes;
• Boost of efficiency through providing recommendations to the leaders of Customer Care regarding processes’ optimization and ways to improve performance;
• Oversee and coordinate the performance measurement and evaluation activities;
• Prepare presentations to demonstrate the analytical data, forecasts and development potential of customer service function;
• Customise the customer service platform for optimal routing of requests, usability of platform forms and tools, and the formation of a complete and correct reporting system;
• Communicate with business lines in order to reduce the share of negative appeals (e.g. optimization of procedures and bugs fixing) and to develop customer base (e.g. implementation of new services for customers);
• Support of BCP procedures and participate in elimination of technical issues that block or interfer customer service.

To succeed with set targets an ideal candidate should meet the following requirements:

• Higher education (preferably mathematics, computer science)
• Experience with analytical systems (BI, CRM)
• Expert knowledge of Excel tools (charts, pivot tables, macros)
• Excellent presentation skills
• Systematization and decomposition skills
• Knowledge of planning and forecast tools

We offer:

• Competitive salary
• Paid vacation and sick leave
• Challenging and interesting project
• Comfortable working environment
• Friendly team of professionals