Autodoc

Вакансія від 30 листопада 2021

Head of Analytics (Contact center)

Autodoc · VIP
Роздрібна торгівля; більше 1000 співробітників

Одеса, вулиця Грецька, 19.
1,4 км від центру · На мапі

Повна зайнятість. Досвід роботи від 2 років.

Опис вакансії

AUTODOC is a fast-growing, technology-driven company specialised in automotive e-commerce headquartered in Berlin, Germany. The company was founded in 2008. We are a team of more than 4,000 like-minded people from Germany, Moldova, Poland, Russia, and Ukraine. We place great emphasis on digital solutions and social media channels, provide technical support in the appropriate national languages, and focus on the demand for our product range. We are looking for a like-minded colleague to join our Team. You will get a unique opportunity to design processes for an E-commerce company with more than 4500 employees worldwide.

Responsibilities:

  • Controls the operational efficiency of the Сontact center;
  • Provides traffic management of incoming and outgoing channels of interaction with clients;
  • Ensures the implementation of the principles of optimal routing of customer requests in accordance with the SLA;
  • Responsible for calculating the load and planning the required personnel;
  • Organizes the process of collecting, storing and analyzing contact center statistics;
  • Responsible for the costs and revenues of the contact center, for the return on investment in the contact center;
  • Responsible for updating information in the Company’s analitic systems, which are used by contact center employees;
  • Organizes an operational analysis of complaints and complex issues of clients (distribution of complaints regarding the category, dynamics, geography, etc.) and informing the employees responsible for the services of the Company on the identified problems;
  • Provides the accumulation of historical reports on complaints, complex customer issues;

Hard/soft skills:

  • Experience of work as a head of analytics of Contact center is a must!
  • Experience with MS Office products;
  • Knowledge of a foreign language at the B2+ level; Strong Time-management skills;
  • Customer-oriented approach; Strong operational skills of working in the software-related settings;
  • Deep understanding of the company’s business practices;
  • Advanced decision-making skills;
  • Ability to process clients' inquiries promptly
  • Experience of working in G Suite;
  • Strong leadership skills;
  • Ability to perform long-term planning;
  • Experience of setting and acheiving strategic goals.
  • Work in a large-scale European company
  • Stability even during the quarantine period

We offer:

  • Flexible schedule
  • A friendly team of like-minded people
  • Opportunities for professional growth: free external and internal professional training courses
  • Language classes (English, German, Polish)
  • 20 paid vacation days, 3 days off, national holidays and unlimited sick leave
  • Medical insurance
  • Friendly team buildings, cool corporate events
  • Corporate wellness activities with colleagues
  • AUTODOC discount card

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