Position: Call center
Category: Support
English level: intermediate
Years of experience: 9


Strong experience in managing of customer support & service team of finance, telecom and municipal sectors.
• Deep knowledge of the work of contact centers at all levels.
• Successful work with large national companies in the field of customer support.
• Knowledge and managerial skills in all spheres of management: sales, customer support & service, operating activities,
finance, HR, analytic, marketing.
• Great Skills in budgeting and P&L management.
• Experience in customer segmentation, developing the products and services, customer acquisition, transaction, sales,
cross sales.
• Knowledge and ability to effectively manage all key contact center rates (SL, CAR, C-Sat (NPS), AR, ATT, AHT, FCR, Call
Quality, Sales conversion, etc.)
• Effective management of a team of over 500 employees.
• Effective management of the retail network of the national company
• Analytical skills, system thinking, ability to innovate and propose the right solutions.
• Experience with systems management Call-Center (Alcatel, Vici Dial, Cisco, Asterisk, Oki-Toki, Sunflower, Oktell).