Customer Relations Back Office Supervisor

İşin təsviri

Customer Relations Back Office Supervisor

Requirements:

Higher education;
Experience in Customer Relations;
At least 2 year experience in Telecommunication sphere (preferred), other way financial background required;
Strong MS Office skills;
Knowledge of languages: Fluent in Azerbaijani, Russian and English;
Free of military obligation;

Required Competencies

Detail oriented
Strong problem solving skills
Good analytical thinking
Strong communication skills
Leadership skills
Management skills

Job Description:

Revise and update processes and procedures in order to improve the performance of the group and increase customer satisfaction
Control of the activity and performance of his team, provision of on time feedbacks
Holds monthly performance appraisal with the team members and records all results in PA form
In order to ensure the effective and on time performance of the group analyze the daily, weekly, monthly reports and act accordingly
Consistent analysis of customer complaint handling performance and acting upon
Daily interaction & co-ordination plans with the Team Leaders on the various Services, applies to CC and it’s analysis
Regular interaction & co-ordination within group, department and the company on various services and occurred problems
Consistent works together with Call Center heads to ensure the increase of FCR
Manage all problems (in conjunction with the Billing Manager and specialist) from logging till closure according to solution principles
Coordination with other departments for increase of the quality level, displaying the errors or realizable changes observed in the system or in business procedures
Verification of invoices to be delivered to the customer, investigation the causes of non delivery and realize other appropriate measures
Cascade company strategies, targets, and priorities down to employees and contribute to identification of Company strategies and priorities
To plan group’s budget and headcount parallel to department, company and company short and long term strategies, priorities and targets to realize department activities and hire right people in the right time
Identify group targets in line with department targets, strategies and priorities and individual targets of employees in line with group targets with the participation of the group team and coordinate the implementation of job targets
Create control mechanisms
Measure, reward and disciplinary punish the performance toward Company Policies and Values, as well as determine development areas of employee and plan relevant development activities
Plan development activities on determining employees’ development areas
Provide workload distribution and accurate job designs in parallel with company strategy, individual competencies and targets of employees
Identify employee grades and adjust salaries according to the performance results and as required by internal procedures
Suggest structural changes within group when necessary to provide effective execution of work and business targets in line with department and company targets, strategies and priorities
Execute group activities in consistent with internal procedures existing in company, confidentiality policy and government legislation
Improve all existing internal systems when necessary

Deadline for applications submitting – 25.12.2012
The applications should be submitted to Talent Acquisition and Management Specialists, Samir Amirov: [email protected]

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