Manager I, Customer Support
Wroclaw
Operations /
Full-time /
On-site
The Manager I, Customer Support will lead and motivate the Contact Centre team (TCSRs) to optimum performance levels to achieve agreed targets and deliver excellent customer service. Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting of objectives.
Job Duties and Responsibilities:
- Manage the life of a TCSR (including but not limited to):
- Recruitment
- Technical Customer Support Representative motivation (Reward Process, Feedback Process etc.)
- KPI
- Performance reviews
- Quality Assurance
- Coaching, Mentoring and Training
- Workloads
- Resource Scheduling
- Performance related issues
- Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction
- Manage Compliment / Complaint / Customer Satisfaction Feedback
- Manage Customer escalated issues / concerns
- Participate in cross-functional and global meetings with management and key stakeholders
- Provide necessary performance reporting for Technical Customer Support Representatives and management
- Participate in Contact Centre related projects
Job Skills and Qualifications:
- 3-5+ years helpdesk experience
- Have good working knowledge of computer configurations and operating systems
- Excellent time management and organizational skills, excellent communication skills and customer care skills
- Ability to motivate technical staff and maintain a high level of enthusiasm among employees within the center
- Previous knowledge of project work
- Good people skills (motivating, teaching, coaching)
- Language Skills: Fluent in English (written & oral)
- Desirable to have any of the following languages: Spanish, Italian, French, German
- Able to work the hours of 3 pm to 11 pm (M-F)
Base Range: PLN 100,600 - PLN 130,100
Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.
Our benefits include:
Private Medical Insurance
Pension
Parental Leave Programs with Child Care Subsidy
In addition to annual leave and public holidays, Promethean offers the following paid leave:
- Birthday day off
- Multicultural day off
- Two Volunteering Days
Well-Being Programs (For example, company-wide health challenges)
Employee Assistance Program
And more!
