Contact Center Manager CZ&SK
Consumer & Customer Care
Full Time
PrahaCzech Republic

Contact Center Manager CZ&SK

We are currently looking for a Contact Center Manger, whose main goal will be to create best-in-class brand and product ownership experience for the consumer interacted via phone/mail/web/social media contacts at competitive cost levels.


Initial short term objective is to transform current outsourced call center in to in-house contact center. In longer horizon you will transform this new unit from Cost Center to Profit Center focusing on simply outstanding consumer experience, sales development and cost control.
Your scope of duties:

• Develop new contact center to create a single point of contact for consumers across 360 degree consumer journey (i.e. covering contacts regarding pre-sales, sales, web shop, product, marketing/promo campaigns, registration support, repair (warranty and out of warranty), technical support, product usage, complaints handling,  etc.)
• Provide constant business and people leadership to Consumer Contact Center
• Drive initiatives to create simply outstanding consumer experience through contact center supporting consumer brand loyalty and repeating purchase.
• Together with Ownership Solutions department develop contact center as a revenue creator both for consumers and Electrolux (cross/up selling of consumables, accessories, extended warranties, spare parts,  etc)
• Drive training process of contact center specialists both on day to day on job level by himself as well as strategically by other parties
• Manage costs and profit of contact center
• Focus on organizational development, process & tools, capability development, governance model and engagement of employees (OPCGE)
• Implement Contact Centers EMEA operating model and strategy
• Work cross functionally in a matrix environment in order to gain and give support to Ownership Solutions, Field operations & Quality/Technical support, HR and Marketing
• Establish and improve monitoring procedures and KPI Dashboards
• Roll out  new tools in contact center area
• Communicate and Coordinate activities with CEE Consumer service manager
• Manage reporting process of contact center operations

You have:

• Master degree in Economics, Business Administration or Engineering
• At least 5 years direct leadership experience with a larger team
• At least 3 years’ experience as a manager in high performing contact center
• Excellent knowledge and understanding of contact center operations
• General knowledge of IT systems used in B2C environment
• Experience and preference for working within matrix organizations
• Finance knowledge
• Ability to implement change with consumer focused and commercial attitude

Soft competencies:
• Consumer service mindset 
• Analytical skills
• Open minded
• Strong oral and written communication skills
• Strong presentation skills
• Strong Business Leadership
• Strong People Leadership
• Change management: identify and implement opportunities to improve the consumer experience
• Ability to build strong teams
• Efficient and pragmatic in a very complex environment
• Ability to be the positive role model in understanding and fulfilling the consumer needs

Other requirements:

• Languages: Fluent English; Czech/Slovak
• Willingness to travel when needed