Consumer Contact Center Team Leader Czech and Slovakia
Consumer & Customer Care
Full Time
Praha, Czech Republic
2020-09-29

OBJECTIVES:

Coordination of day-to-day work of Consumer Contact Center Specialists and supporting 1st line agents in their duties and responsibilities, in the peaks back up info line – app 20-30% of the daily duty 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Overseeing day-to-day operations – on line monitoring + action steps, shift adjustment, breaks 
• Back up info line –to manage calls and emails from consumers during peaks, app 20-30% of the daily duty and beside Team Leader duties acting as Specialist depending on current/daily needs and resources
• Share daily results related to efficiency and service levels and with Manager discuss action steps 
• Cooperation with other functions of Electrolux (e.g. technical support, marketing, ownership solutions, etc.)
• Working & processing data in Electrolux systems  &tools like CTI, Regulus, SAP, KM or others
• Coordinating activities with Contact Center Manager
• Daily reporting of main KPI´s, capacity planning, in cooperation with CC Manager preparation of 
• Daily monitoring of NPS of CC – and action steps – direct contact with clients, sharing results with the team and CC Manager 
• Back up Contact Center Manager in case of absence (daily operation, meetings, projects) 
• Attend projects related to CC, in case of necessity attend testing of new systems, processes 
• Creating an inspiring team environment with an open minded communication culture

YOU:

• At least 2 year experience on similar position in call center industry
• Czech or Slovak fluent, English – communicative 
• Consumer focused person 
• Excellent communication and written language skills
• General knowledge of processes and IT systems used in Contact Center industry
• Ability to learn fast in an changing environment
• Ability to operate with lots of data
• Ability to work in stressful situations with positive attitude
• Open minded, collaborative and proactive approach
Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'