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Job Description

Projects Lead Customer Care

Position purpose: Manage major changes in Customer Service Center operations Roles & Responsibilities: • Develop and document As-is and To-be process designs for Customer Service Center in liaison with all interested parties (internal process owners, IS, external service providers, etc.) • Develop process changes plans in liaison with all interested parties (internal process owners, IS, external service providers, etc.) • Consolidate and schedule planned changes pipeline • Coordinate activities on process changes implementation on Customer Service Center side • Track and report progress of changes implementation • Ensure fulfilment of all deliverables required for changes implementation (briefs and knowledgebase materials, systems functionality, training programs, hiring and training plans, etc.) • Identify and escalate issues and problems to management and follow-up on decisions made to resolve them Requirements: • A total of 2 years of work experience in project management role in large-scale customer service operations is a must • Knowledge of typical contact center systems functions and architecture is a must • Expertise in customer service processes • Business process design and documentations skills • Well-structured communication, good presentation skills • Advanced user of MS Office • English language: intermediate level is necessary • Available to join the project team as soon as possible.
  • Contract
    Full-Time
  • Location
    Moscow, Russia
  • Department
    Digital
  • Remaining Openings
    1
  • Job ID
    4815
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