Customer Experience Team Leader, Bulgaria

Sofia, Bulgaria

Customer Care – Customer Experience /

Full-time /

On-site

Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions;
Inform, advise and monitor team members, who provide customer service, in the processing of their labour duties and specific assigned tasks;
Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift;
Handle escalations as necessary or provide advice related to them;
Prepare shift patterns and monthly schedules. Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances);
Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.);
Monitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.);
Provide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.;
Monitor adherence to predefined KPIs and provide feedback on their adequacy over time;
Prepare regular reports on current tasks and CS state.

Experience in managing a CS team;
Ability to be a self-starter, work closely with management and meet all goals within SLA;
High proficiency in English (minimum C1 level of the CEFR);
Availability to work on shifts;
Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Intercom or Slack is a plus;
Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively;
Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes;
Good interpersonal, problem-solving and analytical skills;
Proficiency in MS Office.

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