Head of Support for Transport Vertical
5.0/10
Avito
Not specified
Hybrid
lead
29 days ago
supporttech
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The vacancy is well-defined in responsibilities and requirements but lacks compensation and tech details.
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Description
What you'll do
- •Manage the support team for Avito Auto vertical;
- •Organize and ensure uninterrupted 24/7 customer service;
- •Implement optimal paths and methods to achieve vertical goals and KPI results;
- •Develop a long-term plan to improve customer experience and team efficiency, initiate and implement projects;
- •Provide the team with tools, resources, and authority to achieve goals;
- •Develop the team: train, help build necessary skills;
- •Ensure safe and favorable working conditions for the entrusted team in accordance with company values;
- •Build effective interaction with adjacent teams to improve user and employee experience and achieve key goals of the vertical and the company.
Requirements
- •Experience managing a contact center or customer service team of at least 100 employees;
- •Managed at least 7 team leaders;
- •Ability to build operational processes, systematize and structure information;
- •Successful experience in developing and implementing projects, changes to improve customer experience, team efficiency, and process optimization with digitized results;
- •Practical experience working with customer service metrics and achieving set goals;
- •Experience in forming and developing teams and employee competencies;
- •Ability to visualize results in clear and structured reporting;
- •Analytical thinking, ability to work with data.
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