Contact Center Manager
Consumer & Customer Care
Full Time
Budapest, Hungary
2018-06-30

Be part of our journey in creating best-in-class consumer experience.

Contact Center Manager,
Budapest


As Contact Center Manager your task will be to manage and to develop the Electrolux Contact Center Team. You ensure that Contact Center operates as per Electrolux processes, requirements and meets the relevant KPIs.

A REGULAR DAY AT WORK

Your focus will be the following
:

• Build out, implement, improve Sales processes, exploit the opportunities in this field with deputy team leader - sales line CC agent & Consumer Service Team Leader
• Build out, implement, improve Technical processes, with deputy team leader - Technical line CC agent & Consumer Service Team Leader
• Regular reporting, ad-hoc reporting and analysis
• Coordinate with the relevant team (cooperates with Independent Service Providers, Customer Service, Finance, Consumer Service Colleagues) to send products or provide services on time to customers
• Build customer loyalty by follow-up of customer calls
• Evaluate problems of the customers and provide logical lasting solutions
• Manage filing, mailing, correspondence and other management tasks
• Generate customer interest in the services or products offered by the company
• Ensure feedback from the customer to further improve the customer services
• Takes part in operations if needed to ensure the service level (eg. inbound calls, customer inquiries etc.)

Who are you? 

• Driven. You show tenacity and continue to strive to reach goals, despite obstacles
Customer oriented. You understand that Consumer is at the heart of company success
• Proactive, flexible, precise. You are not just solving the tasks you are given, you always think ahead
• Agile. You are able to work in a timely and accurate manner to tight deadlines

EDUCATION AND EXPERIENCE

• College or University degree
• Experience in Contact Center management
• Intermediate English knowledge
• Proven people leadership skills
• Technical background is of advantage

WHAT WE OFFER

• Multinational environment
• Tasks requiring your creativity and problem-solving ability
• Energetic and self-driven team
• Development opportunities
• Competitive compensation
• Annual bonus system