Position: Head of online/technical support sector
Category: Support
English level: intermediate
Years of experience: 5

1. Development and phased implementation of new scripts to improve service efficiency.
2. Implementation of an analytics system, continuous audit of the effectiveness of the implemented processes, preparation of regular reports and their analysis.
3. Training employees to be versatile, so that we always maintain high availability
both in chats and via e-mail.
4. Updating and expanding the existing online support department from 9 employees to 16.
5. Participation in the development of a chatbot, development of requirements for it and drafting of the technical specifications.
6. Changing the algorithm of the support chat, due to which the number of missed dialogues decreased from 20% to 5%.
1. Ensure that the target results for the following accessibility indicators are met: CAR 95%, SL 2h.
2. Ensuring that the target results for the following quality indicators are met: C-Sat 9.2, CLC 95%, number of transactions 1.2.
3. Developing material and non-material motivation, maintaining team spirit.
4. Conducting interviews, selecting candidates for further training and passing tests on the company's products.
5. Holding status meetings with management, reports on the work done by the department.
6. Updating existing assistants for employees and creating new ones.
7. Formation of KPIs for yourself and your subordinates.