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CUSTOMER SUCCESS LEAD

Bilbao - Vizcaya

Descripción de la oferta de empleo

Leading a team of Customer Success Heroes:

  • Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity
  • Getting the most out of our team to reach our Customer Success OKRs and sharing the weekly metrics with the team.
  • In case OKRs are not being met, develop action plans with tangible deliverables
  • Ready to work at any level in the organization for the deliver on targets
  • Coordinate with other company functions to address the issues raised by associates
  • Conducting One-To-One session with all associates, tracking issues & concerns raised, and Identifying the career aspirations & grooming heroes for the next level.

Managing our Customer Operations

  • Create a capacity plan and staffing to forecast plan
  • Analyze, monitor, and report on all staffing assumptions (call volume, headcount requirements, shrinkage, attrition, and handle time goals, forecast model) and provide recommendations to Centers Managers.
  • Develops a detailed hiring plan for each line of business that will ensure consistent achievement of the intraday interval compliance requirements.
  • Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for the business.
  • Assist schedulers in creating and distributing all New Hire schedules based on understanding and predicting trends of historical call volume and attrition data.
  • Identify opportunities to improve the balance of workload between localized and headquarters resources to develop procedures and business rules to achieve desired results
  • Assess the daily performance of call centers and manage real-time staffing changes to ensure bonus and business targets and service level objectives are achieved.
  • Create and execute an operational methodology and customer engagement process for self-service
  • Continuously improve self-service support strategies and chatbot (semantic match between incomes and outcomes) for driving high volume usage (reaching deflection rate targets) with high customer satisfaction scores
  • Full Implementation and Support along the process for all the forecasted CX Tools (specially Aircall and Intercom), being the Company internal reference for both tools.

QA Control

  • Monitor a significant sample of interactions (listening to recorded calls, email or chat conversations, etc) to ensure client quality targets are met & exceeded
  • Drive process improvement and other quality tools for process performance measurement and standardization
  • Complete knowledge of the Contact center process procedures & best practices
  • Maintain operational documents like Key Performance Indicators (KPIs) report, Other Performance Report, Delivery Plan (DP), etc
  • Ensuring weekly Call calibrations with internal/ external teams & follow up on improvement areas
  • Provide coaching and feedback on associate’s performance
  • Excellent skills in Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting
  • Nominating associates for various training programs

Requisitos del puesto

  • At least 2 years of experience in leading a customer support team, no matter the industry.
  • Previous experience leading people. Good managerial abilities making the most of her/his team. Very valued if led teams in complex customer environments.
  • Previous experience in quality control processes (not necessary that this is the strongest point of the candidate - we can work in help her/him to develop this part, but a minimum experience on it is valued).
  • Previous experience in capacity forecasting or forecast (same than with the previous one, not necessary huge experience on it, but at least some previous experience and good readiness to develop this part).

Otros datos del puesto

Required High Level of English and Spanish

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Detalles de la oferta

Localidad
Dirección
  • 48001 Gran Vía 2, 8 Derecha. 48001
Tipo de Contrato
  • indefinido, jornada completa
Salario
  • 20000€ - 30000€
Fecha de publicación
  • 20/01/2021
Fecha de expiración
  • 20/04/2021
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