Напиши текст вакансии для должности "Customer Service Operations Manager". Название компании: "UNIQLO". Расположение: Москва. График работы: Полный день. Опыт работы: От 3 до 6 лет. Ключевые навыки: 'Project management', 'Английский язык', 'MS PowerPoint', 'Presentation skills', 'Analytical skills'

UNIQLO is a brand of Fast Retailing Co., Ltd., a leading global Japanese retail holding company. We are looking for a passionate leader that wants to help us Change Clothes, Change Conventional Wisdom, and Change the world. This operational leadership position is responsible for day-to-day planning, measuring, and executing service quality and operations for the Russia customer center operations. Responsibilities:   Have direct oversight of key performance indicators, customer satisfaction, performance monitoring, and associate development/mentoring; Help maintain a comprehensive knowledge base library with diverse resources for associates to have at their disposal and to use quickly and effectively to resolve customer issues; Help assess Standard Operation Procedures and workflows to identify ways to improve/ increase customer satisfaction and operational efficiency; Help coordinate new program and technology initiatives; Leverage data, reporting, and analytics to assess operational effectiveness and communicate results to internal stakeholders and business leaders; Create associate performance management program and carry out improvement plans as needed; Establish employee engagement &amp; incentive program to motivate employees and maintain a positive, enriching environment; Troubleshoot and create action plans to quickly and effectively address problem including system and technology outages, site contingency plans, and business continuity actions; Identify process improvement opportunities to drive operational efficiencies; Serve as key liaison between the contact center site and Russia corporate and Japan Headquarter offices to ensure open stream of communication; Serve as escalation point in resolving urgent or critical customer service issues beyond the scope of a team leader or associate.  Requirements:  Bachelor’s degree in Management, Business Administration, or related field or equivalent work experience preferred; 3-5 years’ experience in B2C retail &amp; e-commerce customer service experience required; Proven organizational, project management, and analytical skills; Ability to create strategy and tactical approaches to address issues; Ability to rapidly acquire a thorough knowledge of processes and procedures; Great communication skills; both verbal and written; Proficient skills in Microsoft Word, Excel and Power Point; Most internal communication is conducted in English so advanced level of the English language is preferred; Outstanding organizational, planning and problem-solving skills with the ability to prioritize multiple issues and produce solutions; Possess a clear vision and personal drive to optimize business and customer value; Ability to influence people and performance at all levels of the organization; Experience with call center phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality preferred; Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business; Must be able to work on weekend and holidays (if required).  We offer:  Competitive salary and corporate benefits; Challenging and fulfilling job in an international fast-growing company; Clear prospective of professional and career growth together with the company.