Position: Head of Customer Support, Customer Support Team Lead
Category: Support
English level: intermediate
Years of experience: 7

Managing the daily running of the call center - 80 employees, 9 under direct supervision, support for 18 countries, 7 languages of communication, 3 contact center platforms and 4 international locations. Reducing the number of typical hits.
Building a team from scratch for 24/7 coverage with full support functionality (from the moment of logging into the site until using purchased services).
• Building a team from scratch for 24/7 coverage with full support functionality.
• Recording statistics and the performance levels of customer support; analysis of customer complaints; site testing; working with a technical team to optimize and automate the workflow.
• Develop step-by-step instructions and work diagrams, scripts, and support templates.
• Recruitment, training and internship of new employees; developing training programs and job responsibilities; tracking and scheduling workloads; scheduling for employees; quality control of service; testing of employees.
• Managing the daily running of the call center - 80 employees, 9 under direct supervision, support for 18 countries, 7 languages of communication, 3 contact center platforms and 4 international locations.
• Work with customer complaints.
• Preparation of commercial offers and presentations for outsourcing projects; Support of signing and monitoring contract’s fulfilment;
• Introduction of KPI`s; Reviewing the performance of staff, recording statistics and the performance levels of the center and preparing reports. Identifying training needs and planning training sessions;