Caut job – Call Center / BPO / Suport clienți
- Domeniu
- Call Center / BPO / Suport clienți
- Locație
- București, București
- Experiență
- Peste 5 ani
- Salariu dorit
- 8.000 lei/lună net
- Disponibil
- Imediat
- Tip job
- Full-time
- Program
- Zi
Lider orientat către client, cu 18 ani de experiență în conducerea departamentelor de asistență pentru clienți, gestionarea echipelor și monitorizarea indicatorilor-cheie de performanță (KPI) în sectoarele telecomunicațiilor și bunurilor de larg consum (FMCG). Experiență dovedită în constituirea și extinderea echipelor de asistență pentru clienți, proiectarea proceselor de asistență de la un capăt la altul și implementarea infrastructurii și instrumentelor adecvate pentru a asigura excelența operațională. Profesionist orientat spre rezultate, specializat în gestionarea SLA, îmbunătățirea proceselor și obținerea de îmbunătățiri măsurabile în ceea ce privește satisfacția clienților, inclusiv o creștere de 10 puncte a NPS.
Experiență în conducerea echipelor de peste 30 de agenți, gestionarea escaladărilor și promovarea unei culturi „clientul pe primul loc” în cadrul organizațiilor interfuncționale. Calificări / Permise: permisB, engleză, calculator
Calificări & competențe
Experiențe anterioare
to identify friction points, implementing a cycle of continuous improvement that aligned operational
execution with customer expectations.
• Process Optimization: Designed and implemented scalable support processes, workflows, and
escalation paths across Sales, Field Teams, and customer-facing functions, reducing resolution time and
improving consistency of service delivery.
• Strategic Growth: Orchestrated initiatives that successfully raised NPS from 57 to 67, directly impacting
sales, profitability, and long-term retention.
• Insight-to-Action Execution: Created a shift in departmental strategy to ensure all customer insights
were translated into tangible field actions and operational changes.
• Ecosystem & Culture Leadership: Built a comprehensive customer experience ecosystem, fostering a
cross-functional culture focused on customer satisfaction across Sales, Field Teams, and Top
Management.
• Performance Oversight: Acted as the primary bridge between departments to align customer success
strategies with business objectives, providing data transparency to support high-level decision-making.
• Defined and monitored financial KPIs across the collection function, setting targets, tracking
performance against plan, and implementing corrective actions to ensure monthly objectives were
consistently achieved.
• Forecasted collection performance and implemented prioritization strategies to achieve monthly
financial targets.
• Coordinated cross-functional teams to ensure efficient account management and customer
communication.
• Generated and analyzed daily and monthly performance reports to ensure target achievement.
• Improved operational efficiency through structured planning and resource allocation.
country to another, ensuring full continuity of operations, maintaining SLA targets, and preserving team
performance throughout the transition with zero degradation in customer satisfaction metrics.
• Led a customer support team of 30 agents delivering SLA compliance and high customer satisfaction
performance.
• Hired, trained and grew the team, building a strong support culture focused on performance, customer
satisfaction and continuous development.
• Monitored KPIs such as NPS, AHT and Sales Performance indicators.
• Developed team capabilities to improve service quality and operational performance.
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