How exactly you can influence the developmentof the Company:

● building a unified system of operational metrics and standards – developing and implementing a single framework for measuring Customer Care performance (SLA, ASA, AHT, FCR, CSAT, Occupancy, Cost per Contact) across all Uklon business units and markets.● building a unified reporting system for Contact Centre operations management – establishing a reporting infrastructure that consolidates metrics from all business units and countries into a single format and enables data-driven decision-making● scaling the Performance platform and developing the team – rolling out unified processes, standards, and approaches across all business units and markets, defining the structure and roles of key functions (Monitoring, Planning, Incident Management), and developing team capabilities and a culture of ownership● building a forecasting and operational planning system – developing forecasting, capacity planning, and scheduling capabilities as a scalable Workforce Management (WFM) platform for Customer Care across all business units and countries● building a real-time management and Incident Management system – developing the architecture for real-time operational control, standards and incident response playbooks, and a root cause analysis framework to enable preventive actions● managing change and performance initiatives – creating a roadmap for operational improvements, prioritizing initiatives based on impact and value, and ensuring the delivery of initiatives with measurable impact and scalability across the entire Uklon ecosystem

Challenges for three months:

Operational efficiency:● conducting an audit of the teams’ current operating processes● improving alignment between actual workload and schedules, with a maximum deviation from the planned FTE headcount of no more than ±5% on a weekly basis● optimizing the shift change and replacement process. Reducing manual request handling by 30% through template-based solutions● reducing the number of short-notice replacements (<24 hours) by 20% within three months● creating the function’s strategy● establishing a team development process
Service quality:● reducing the percentage of recurring incidents by 15% through analysis and documenting solutions in the knowledge base● introducing a quality checklist for incident handling
Team collaboration:● building an interaction map across roles (real-time monitoring, planning, incident management, and agents) ● conducting a team retrospective with each group, including feedback and next steps● introducing a regular team pulse survey, achieving team engagement of over 70%
Analytics and transparency:● creating a regular dashboard with team performance metrics accessible to the entire team● building a RACI matrix for all team processes● creating an internal performance assessment system (with at least one or two metrics for each role)

To achieve the results, you will need:

● at least 1 year of experience in a contact center environment and at least 3 years of experience in a managerial role ● experience in managing teams of up to 10 people across different functions, including planning, monitoring, and incident management ● the ability to define, track, and improve metrics such as FCR, AHT, CSAT, NPS/eNPS, SLA, Occupancy, and Productivity ● experience in collecting, analyzing, and visualizing data using Excel, Google Sheets, and Tableau ● experience in mastering CRM systems and the ability to use management systems effectively ● the ability to work in a multitasking environment, handling multiple tasks simultaneously while maintaining focus on quality and deadlines ● experience in motivating and developing teams ● experience in building processes from scratch and scaling them ● experience in working with cross-functional teams ● English proficiency at Upper-Intermediate level

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation