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Request for Applications for Gender Equality and Social Inclusion (GESI) Analysis
Counterpart International Inc. Armenian rep. office
19 April 2024
Secondary Professional Education (VET) Quality Assurance Officer
Yerevan Haybusak University
19 April 2024
Միջին Մասնագիտական Կրթության (ՄԿՈՒ) Որակի Ապահովման Պատասխանատու
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Democracy International
18 April 2024
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18 April 2024
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18 April 2024
Training Coordinator
Chemonics International Inc
18 April 2024
Data Systems Specialist
Chemonics International Inc
18 April 2024
Data Analytics Specialist
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18 April 2024
Պայմանագրային Ապահովման Բաժնի Ավագ Մասնագետ
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Individual Consultant
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Հաշվապահ
Արզնի Կաթնամթերք
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Communications and Reporting Specialist
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Local Expert For Strengthening Alternative Dispute Resolution (ADR) Legal Frameworks And Policies
Development Professionals Inc.
16 April 2024
Judicial Testing And Selection Local Expert
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ՆԵՐԴՐՈՒՄԱՅԻՆ ԾՐԱԳՐԵՐ ՊԱՏՐԱՍՏՈՂ ՓՈՐՁԱԳԵՏԻ ՆԵՐԳՐԱՎՈՒՄ
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16 April 2024
Collaborating, Learning, and Adapting (CLA) Director
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16 April 2024
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Chemonics International Inc
16 April 2024
Strategic Communications Talent Management and Development Specialist
Chemonics International Inc
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Research and Analytics Director
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Strategic Communications Director
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Credit Monitoring Specialist
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16 April 2024
Դատաիրավական Բաժնի Ղեկավար
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16 April 2024
Customer Attraction Chief Specialist
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16 April 2024
Product Owner
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16 April 2024
Digital Service Specialist (Evening Shift)
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16 April 2024
Loan Officer
EvocaBank
16 April 2024
Technical Monitoring Specialist
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Support to the MTAI in Grouping/ Organizing Mapped Municipal Powers and Functions by Sectors and Recommending Amendments to the Existing National Legislation on Local Self- governance, and in Developing Law-enforcement Practice Studies of Local Government
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15 April 2024
PMER Officer
The International Federation of Red Cross and Red Crescent Societies (IFRC)
15 April 2024
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15 April 2024
Senior IM Officer
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15 April 2024
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15 April 2024
Senior Officer, Community Engagement and Accountability
The International Federation of Red Cross and Red Crescent Societies (IFRC)
15 April 2024
Field Officer
The International Federation of Red Cross and Red Crescent Societies (IFRC)
15 April 2024
Medical Representative
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15 April 2024
Visa Assistant (Farsi Speaker)
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15 April 2024
Strategic Implementation Fund (SIF) Manager
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12 April 2024
Finance Manager
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12 April 2024
Grants and Procurement Assistant
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12 April 2024
Administrative Assistant
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12 April 2024
Finance and Operations Director
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12 April 2024
Trades Helper
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12 April 2024
Annual Program Statement (APS) for the Award of Grants
South Caucasus Regional Water Management Program (SCRWM)
12 April 2024
ԴՐԱՄԱՇՆՈՐՀՆԵՐԻ ԾՐԱԳՐԻ ՏԱՐԵԿԱՆ ՀԱՅՏԱՐԱՐՈՒԹՅՈՒՆ
South Caucasus Regional Water Management Program (SCRWM)
12 April 2024
Program Operations Assistant
Armenian Branch of Deloitte Consulting Overseas Program
11 April 2024
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Armenian Branch of Deloitte Consulting Overseas Program
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Ավագ Հաշվապահ
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11 April 2024
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Հաշվապահ
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Digital Project Manager
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Շինարար/ Ճարտարագետ
Action Against Hunger
10 April 2024
Լոգիստիկայի Գծով Օգնական/ Վարորդ՝ Սեփական Մեքենայով
Action Against Hunger
10 April 2024
Մարքեթինգի և Օնլայն Իրացման Բաժնի Մասնագետ
BD Retail Group
10 April 2024
HVAC Mechanic (HVAC Technician (NEC))
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10 April 2024
Assurance Manager of Bimetallic Thermostats and Temperature Limiters Production
Thermorex
10 April 2024
Որակի Ապահովման Մենեջեր, Բիմետալիկ Ջերմակարգավորիչների Արտադրությունում
Thermorex
10 April 2024
Leasing Services Specialist
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09 April 2024
Legal Adviser
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Mathematics Teacher/ Curriculum Methodologist
RSM International
08 April 2024
Հաշվապահ
Armenia Renewable Resources and Energy Efficiency Fund
08 April 2024
QA Engineer
Evocabank
05 April 2024
Judicial Self-Governance Advisor
Development Professionals Inc.
05 April 2024
Հաշվապահ
CARD AgroCredit UCO
05 April 2024
Առարկայական Փորձագետ
Teach for Armenia
04 April 2024
Վաճառքի Մենեջեր
Smart Motors
03 April 2024
Financial Analyst
EvocaBank
03 April 2024
Personalized Internet Ads Assessor - Russian Speakers
TELUS International AI Inc
01 April 2024
Teller
Evocabank
01 April 2024
Customer Support Marketing Coordinator
Siemens Industry Software
28 Mar 2024
Senior Auditor
Baker Tilly Armenia
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Հաշվետար
Mannol Armenia
27 Mar 2024
Հետգործառնական Մասնագետ
CARD AgroCredit UCO
25 Mar 2024
Վարկային Մասնագետ, Արտաշատ
CARD AgroCredit UCO / ՔԱՐԴ ԱգրոԿրեդիտ ՈՒՎԿ ՓԲԸ
25 Mar 2024
Վարկային Մասնագետ, Արմավիր
CARD AgroCredit UCO / ՔԱՐԴ ԱգրոԿրեդիտ ՈՒՎԿ ՓԲԸ
25 Mar 2024
Վարկային Մասնագետ, Մասիս
CARD AgroCredit UCO / ՔԱՐԴ ԱգրոԿրեդիտ ՈՒՎԿ ՓԲԸ
25 Mar 2024
Վարկային Մասնագետ, Աշտարակ
CARD AgroCredit UCO / ՔԱՐԴ ԱգրոԿրեդիտ ՈՒՎԿ
25 Mar 2024
Աուդիտորի Ասիստենտ
PKF Աուդիտ Սերվիս
22 Mar 2024
Առաջնորդության Զարգացման Ղեկավար Սյունիքում
Teach for Armenia
21 Mar 2024
Customer Care Director
Ucom
15 Nov 2021
Customer Care Director
| Company: | Ucom |
|---|---|
| Deadline: | 14 December 2021 |
JOB DESCRIPTION :
Ucom is looking for a Customer Care Director who will be responsible for the day-to-day management of the Customer Care Department, providing leadership and direction to the Customer Care Managers and their teams to ensure that an excellent standard of services are provided and maintained. He/ she will direct and oversee all aspects of Customer Service strategies, policies, objectives and initiatives.RESPONSIBILITIES :
- Enhance customer experience by constantly improving the quality of customer service and interaction processes with the Company (contact center and technical support, timely registration of customer applications and their processing, processing of customer complaints and enquiries, implementation of customer loyalty programs and e-care channels);- Ensure active customer retention;
- Manage the Customer Care staff. Ensure work is delivered to the standard of quality expected, within the specified constraints of time and cost. Provide guidance and support to the Customer Care team in line with Company's strategy. Maintain discipline in the team;
- Monitor and constantly follow-up on teams' performance against plans and objectives. Ensure team performance in accordance to set KPIs; periodically review KPIs and goals set in order to maximize team's operational performance;
- Ensure 24/7 availability of Contact Center and Technical Support for customers' inquiries, claims and troubleshooting;
- Review existing processes of the department and focus on where they are currently vulnerable or exposed. Ensure we get right mitigation plans for the risks; be responsible for driving continuous improvement across all key processes. Improve the efficiency of subordinates by streamlining work processes and procedures;
- Manage Customer Care headcount and cost control; ensure the optimal balance between the quality of customer service and the cost of organizing it;
- Responsible for Customer Care back-office’s activity, including debt collection, billing/ invoicing, customer documentation and archive;
- Elaborate various management dashboards. Continuously run analysis of reports on customer inquiries and complaints and apply relevant measures to solve the problems;
- Manage department-related risks and ensure that any strategic problems are identified at the earliest opportunity; report risks, issues and non-compliances and propose and monitor action for resolution;
- Conduct team managers' performance evaluation, training and development needs assessment;
- Effectively interact with internal customers from various teams and work in close cooperation with other departments of the Company, ensuring alignment of actions and high level of efficiency.
- Proper control and maintenance of customer documentation database.
REQUIRED QUALIFICATIONS :
- University degree in Economics or MBA;- At least 5 years of managerial experience, preferably in commercial call center in service delivery business (working both with B2C and B2B clients);
- Understanding of telecom business and critical processes would be a plus;
- Basic knowledge of Call Center and IVR systems and work principles;
- Proficiency in multitasking and managing several projects, effectively prioritizing and managing complexity, as well as taking the initiative to move them forward;
- High level of interpersonal skills, specifically in the area of influencing, resolving conflict and creative problem solving; open-minded person;
- Strong communication skills;
- Demonstrated leadership and team management skills;
- Budget planning and control skills;
- Process management skills;
- Ability to build effective teams;
- Proven analytical skills;
- Well organized, action-oriented individual;
- Attention to details and ability to work under pressure;
- Flexibility and readiness to work in an entrepreneurial, fast-paced environment.
- Advanced level of proficiency in English and Russian languages;
- Advanced knowledge of MS Office (Word, Excel, PowerPoint, Outlook).
APPLICATION PROCEDURES :
Interested candidates who meet the requirements above and are confident that their background and experience qualify them for the position, are welcome to send their resume to: career@ucom.am , mentioning the position title ("Customer Care Director") in the subject line of the email.Please clearly mention in your application letter that you learned of this job opportunity through Career Center and mention the URL of its website - www.careercenter.am, Thanks.
