How exactly you can influence the developmentof the Company:

● defining team goals and planning strategies to achieve them● monitoring the team's work - ensuring high efficiency and effectiveness, allocating tasks based on priorities and employees' competencies● maintaining a positive team atmosphere - creating and sustaining a healthy work environment, conducting 1:1 meetings for feedback and employee development● resolving conflicts within the team● responding promptly to unforeseen situations and issues during shifts, solving these issues within the scope of your competence● training and developing employees - assisting in training new staff and supporting current employees in developing their professional skills● ensuring effective communication within the team and with other departments● analysing KPIs - conducting performance analysis, identifying problem areas and developing plans to improve metrics● conducting research to optimize agents' work● regularly submitting reports on completed work, achieved results, assessing the productivity and performance of the team

Challenges for three months:

● increasing team efficiency● improving the average handling time (AHT) by 10% compared to the previous period● achieving SLA compliance targets of at least 90% monthly● conducting at least two analyses of low performance causes and implementing corrective actions● improving customer satisfaction● increasing the CSAT (or equivalent) score by at least 5% compared to the previous quarter● analysing negative feedback and implementing 2 initiatives to improve service quality● managing team engagement and discipline:● ensuring stable attendance and punctuality: deviation level not higher than 5%● conducting monthly 1:1 meetings with the entire team for feedback and engagement● employee development and training:● conducting at least 3 training sessions for the team (on scripts, product, handling objections, etc.)● developing individual development plans for 100% of team members

To achieve the results, you will need:

● at least 1 year of team management experience● experience in monitoring and analysing metrics● skills in handling large amounts of information and prioritizing tasks in multitasking environment● data analysis skills and the ability to develop action plans to improve performance● skills in effective communication with the team, conflict resolution and maintaining a healthy work environment and motivation● experience with CRM systems, Google Workspace (Gmail, Sheets, Slides, Docs)

Certainly, we will teach you, but it’s good to have:

● experience with Jira/Confluence is a plus● knowledge of English is a plus

How do you manage your working hours?

● office-based work format● cooperation in accordance with the legislation of Uzbekistan