How exactly you can influence the developmentof the Company:

● examining existing and future business processes and working with internal groups to drive/assist in continuous improvement● standardizing processes according to best practices and market reality and developing a continuous improvement culture to ensure lessons learned and go beyond● recognizing and addressing organizational barriers to ensure the future success of new programs and projects● analysing current KPIs for CX, generating insights and acting on the main opportunities, ensuring we reach a high customer satisfaction rate according to their inputs● managing a high-performance team to achieve company targets with low effort● coordinating focus groups and research to bring the voice of the customer inside the company● leading strategic projects in the customer service area, as well as defining standards and playbooks● reporting to high levels about results, learnings, questions, and other progress made by the area

Challenges for six months:

● the person has a comprehensive understanding of all department processes and goals. They independently coordinate the operational work of subordinate teams. They initiate the development of a plan to improve existing processes
Completed:
● audit of existing operational processes in teams to identify areas for improvement● evaluation of already developed initiatives and their contribution to key metrics such as СSI, QA etc● audit of the existing unit structure and structuring of roles and responsibilities in teams● development of a Customer Service Quality strategy● approval and implementation of communication and interaction processes between key company departments to achieve KPIs (Contact rate, CSI, process adherence etc.)● subordinate teams are beginning to demonstrate consistent performance● eNPS (Employee Net Promoter Score) of subordinate team

To achieve the results, you will need:

● 3+ years of relevant work experience in management consulting, operations, customer service● 3+ years leading teams or cross-functional projects● deep experience with continuous improvement methodologies● advanced communication skills (written and spoken)● experience creating and optimizing processes● strong analytical and critical thinking skills● ability to lead individuals in creating and implementing the best solutions for the business, drivers, and consumers● advanced in Excel or other data management tools

How do you manage your working hours?

● You determine a convenient time for yourself; However, in order to be efficient, we have business hours from 11:00 a.m. to 04:00 p.m.● You choose a convenient format by yourself (office/remotely/mixed), work from any corner of Ukraine and the world● 20 days off for personal needs and 10 days off due to illness (with remuneration)● day off on your birthday as a gift from the Company● day off for blood donation