Customer Service Process Manager

  • Place of work: 2040 Budaörs, Kinizsi u. 1-3.
  • Contract type: full-time
The UK based Tesco is presented in 10 countries all over the world including Ireland and Thailand.
Tesco operates in Hungary since 1995 and its head office is located in Budaörs. The company has built the country's biggest retail chain by running more than 200 stores all over Hungary.
More than 800 colleagues work together in our head office in Budaörs. We cooperate in 4 countries structure with the Polish, Czech and Slovakian teams on a daily basis to offer the best to our customers.
Főbb tudnivalók

Szakterület megnevezése:


Főbb feladatok:

- Build and manage the day to day contact center operations provide by third party;
- Collect & organize processes to track, oversee and optimize customer interactions;
- Work out Customer Experience Contact Center solution, based on a deep understanding of customers' expectations & needs coming from data, insights and trends from market sources;
- Set up a mutual KPI measurements and build a common reporting system;
- Monitor and analyze SLA (Service level agreement);
- Monitor qualitative agent measurement to improve customer experience;
- Design Voice of Customer mechanism and translate into regular actions to implement instant feedback
- Run trainings for contact centers on processes & procedures
- Align contact center strategy with channel strategy;
- Close cooperation with partner departments and third party provider

Szükséges végzettség:


Munkakör betöltésének feltételei:

- College/University degree
- Excellent English language skills
- Skilled with PC (MS Office, Excel, Word, Power point)
- Project management
- Change process management
- Driving license
- Persistent driving positive changes
- Engaging / influencing skills
- Strong leadership skills
- Ability to coach and mentor
- Extensive customer service and contact center knowledge
- Experience in processes design and management

Előnyt jelent:

- Experience in Contact Center management
- Data Interpretation, Modelling and Data Analysis experience
- Contact Center KPI's and SLA's background knowledge

Amit nyújtunk:

According to our colleagues:
- Great team spirit that means you can work together with dedicated and enthusiastic colleagues
- Onboarding programs and trainings so you can learn and develop yourself continuously
- Flexible working, we support to work from home once or twice a week in most of the head office positions
- Company buses from Allee and Kelenföld railway station which by you can get to Budaörs in 10-15 minutes
- Other advantages are for example: easy to park your car, we have company cantin, coffee shop and several team building programmes
ID: 3107026   Megjelentetés dátuma: 2017.06.19.  
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