Contact Center Manager
Consumer & Customer Care
Help make our consumers happy today and their experiences better tomorrow.
We are looking for a Contact Center Manager to be a part of our Customer and Consumer Service Team. Based in Moscow, Russian Federation, we need to set up our new inhouse Contact Center from 'zero', starting with recruitment of a new team and till the implementing of development strategies.
A typical day at work:
Your main responsibility within a team would be to prepare and open the new Contact Center, which would be part of our Sales Division in Moscow. After the successful start you would create and launch new projects together with your new team. All together you would provide different kinds of service and support to our consumers all across Russian Federation. Among your main tasks there would be two focuses: on best-in-class consumer service and on quality control of Contact Center specialists' work. Together with Ownership Solutions your responsibility would be to develop Contact Center as revenue creator both for consumers and Electrolux (cross/up selling of consumables, accessories, spare parts, finished goods as well as services such as extended warranties, fixed price repair, installations, etc.). You would also work cross-functionally in a matrix environment in order to gain and give support to Field operations & Quality/Technical support, HR and Marketing.
Who you are:
Collaborative. - You build networks and trust, good working relationships and apply your influence to shaping change.
Agile. - You work efficiently and proactively to deliver results.
Influential.- You know how to structure a case and get people on board.
Self-starting. - With lots of initiative, you always have something to do and thrive on being productive.
- Master's degree in Economics, Business Administration or Engineering.
- At least 5 years experience as a manager in high performing contact center.
- Experience in setting the Contact Center from 'zero' would be a big advantage.
- General knowledge of IT systems used in B2C environment.
- Good knowledge of Russian labour legislation, GDPR.
- Project management skills, decision-making ability.
- Native Russian;
- Fluent English.