Customer Support Director

Customer Support Director

О проекте
NextOS is a single, unified platform to seamlessly manage customer communication from multiple channels, including Voice, Email, Chat, and SMS

Необходимые навыки

• Fluent English( both oral and written)
5+ years in a technology related field or technical support position in software, telecommunications or LAN/WANs
• The critical thinking and relentless drive to solve problems, grow, learn, adapt and lead 
• World class customer service and communication skills, both verbal and written
• Solid understanding of TCP/IP fundamentals
• Effective leadership and analytical skills including staffing models, scheduling, trend analysis. Working knowledge of financial statement analysis is a plus.
• Exceptional ability to develop and manage results-oriented recruiting and training programs.

Будет плюсом

• Advanced TCP/IP experience
• Advanced understanding of telephony
• Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling
• VOIP Contact Center Management

Предлагаем

• Comfortable work environment 
• Challenging tasks and professional growth
• Competitive C&B

Обязанности

Provide leadership through coaching, feedback, development goals, and performance management.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Develop and propose new ideas to continually improve customer service levels to ensure that company programs are highly differentiated and ’best in class’
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Evaluate our platform and current marketplace best practices to ensure we provide the most satisfying experience to our customers
 
Please send your CV to ltekhmurova@sniper.com.ua