Head of Customer Support

ARCE is a professional outsourcing contact center developing five functional sites in three countries.

We provide customer service in nine different languages. We have a powerful and configurable resource, a comprehensive understanding of our business and «seasoned» personnel who know what efficiency is and are able to achieve results.

Today we are looking Head of Customer Support.

You will lead a project for our American client — a company that helps people faster, easier and more accessible than if anyone else gets where they need to go. With more than 6,000,000 rides on their wheels, the company is just warming up and making noise with ambitious people with whom it will achieve new goals. If you are passionate about technology, environmental protection, and world change — we are on our way, and the company is happy to start cooperation.

What are necessary experience and skills

• High level English language communication skills as you will be in touch with contact person from USA
• 3 to 5 years of overall experience
• 2+ years of experience in team leading / people management in a customer support environment
• Experience to take decision in a fast time and strong problem-solving skills 
• Ability to multitask and successfully operate in a fast-paced, team environment
• Ability to manage the big team till 50 people
• Should possess good analytical and issue resolution skills, and be able to think beyond the norm and excellent attention to detail 
• Ready to learn and discover new aria and approaches

Role Description

Project manager is responsible for both executing and reporting upon their core team’s work order. They are subject-matter experts with a thorough understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators. Should have good people management skills and drive team to meet SLA’s

Role & Responsibilities

• Deliver project requirements, expectations, and timelines
• Responsible for operational efficiency & effectiveness of the teams
• Ensure the team meets all contractual SLA targets along with helping others to meet the same
• Perform work allocation and queue management for the team to manage any volume fluctuations
• Monitor performance, identify improvement areas, implement action plans and track them to closure.
• Manage customer support metrics like CSAT, TAT, ASA, AHT etc and enhance their usefulness by improving correlation with customer satisfaction.
• Address or escalate workflow, modeling, and policy clarifications
• Manage dispute resolutions by engaging QC team and Policy Engagement functions.
• Identify automation/optimization opportunities and develop technical solutions to drive such changes.
• Drive skill enhancement initiatives in the team through knowledge sharing, cross-training and rotation
• Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team.
• Drive policy/process related change management initiatives
• Responsible for managing attendance, attrition, performance, feedback of the team members
• Conduct annual / bi-annual appraisals

We offer

• Flexible work schedule
• Work in a comfortable office
• Competitive payment
• Professional development and personal mentor
• New challenges and interesting tasks
• Professional team

Please provide us with your CV to email.