Head of Customer Support Department - Management and organization of effective work of the customer service (two support lines); - Strategic planning and operational management of the division, based on the company"s business goals; - Formation and management of a team of 50 specialists; - Forming a team. Recruitment and training of employees, introduction to the profession; - Distribution of areas of responsibility. Monitoring the timing and quality of tasks; - Control and distribution of the load of operators, taking into account the processes and tasks set; - Testing the quality of knowledge, quality control of service, etc.; - Organization of support for managers of the premium network and clients of the Prime segment for brokerage services; - Monitoring and ensuring the implementation of the call center performance targets and developing measures to improve the achievement of these indicators (Lost call rate, Average speed answer, etc.); - Participation in the development and implementation of projects to optimize and automate work processes aimed at reducing employee labor costs; - Organization of customer support through alternative services (IVR, FAQ, chat bot). Implementation of the section with frequent customer questions on the company"s website; - Control of accounts receivable. Development and implementation of measures to collect accounts receivable (training of employees, prompt reporting of information, writing of technical specifications for the completion of the program, reduction of manual labor of employees, etc.); - Interaction with the customer service department on working issues (customer requests to social networks, etc.).social networks, employee training, interaction with managers of Prime segment clients); - Preparing and conducting customer service training for employees, including related departments (remote, face-to-face, personal); - Training of employees from related departments. Transfer of the product knowledge base; - Participation in the development of measures to improve the client"s path when using the brokerage service; - Development of analytical reports on the implementation of call center performance indicators; - Analysis of reports in order to identify problem areas and further eliminate them (transfer rate, CSI, etc.); - Solving complex and problematic issues (remoted channels of services, shortage of employees, increasing of number of client calls, etc.). Progress: - Reducing time-consuming customer service processes by 30%; - Increasing of the number of new accounts by 15% due to the work of operators (improvement of Customer journey map (CJM) of opening an brokerage account - in the process of automation); - Providing high-quality customer service in conditions of resource scarcity, which ensured a 3-fold increase in the customer base; - Implementation of the project on the transfer of topics to the first line so transfer rate reduced from 75 to 50%; - Implementation of a project to automate the document flow for clients, which significantly reduced the time for data processing; - Participation in the successful implementation of the following projects: - software modernization project. Writing technical specifications for IT specialists to finalize the program. Testing the program to identify errors and fix them. The implementation of the project will transfer rate, make it easier for employees to resolve client issues; - a project to implement the "Help" section on the company"s website (a section with frequent customer questions). Creating the section content; - a project for organizing the work of a proactive customer service. Preparation and approval of content for client mailings (3-4 per week). Formation of requirements for unloading and informing customers (tax period, seasonality, etc.); - a project to automate analytical reporting on the performance of indicators. Development and implementation of analytical reports on the implementatio |