Position: Project Manager
Category: Support
English level: upper
Years of experience: 8


Lead and manage a team of customer support team leads and agents, driving high performance, productivity, and quality.
Develop, set, and track performance metrics and KPIs for the customer support team, utilizing data insights to drive continuous improvement and enhance customer satisfaction.
Conduct regular meetings with team leads to discuss KPIs, identify areas for improvement, and develop action plans for improving performance.
Maintain and manage strong relationships with external clients, ensuring their needs are met and cultivating long-term partnerships.
Analyze customer feedback and data to identify critical issues and opportunities for improving service delivery and customer satisfaction.
Adapt business processes and strategies to suit local market conditions and cultural nuances.
Collaborate with cross-functional teams to ensure flawless project execution, identifying and mitigating dependencies, and delivering high-quality products to clients.
Conduct project implementation analysis, translating insights into actionable tasks to drive continuous improvement across the organization.