Russian Call Center Senior Supervisor (Home based)

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Russian Call Center Senior Supervisor (Home based)

Russian Call Center Senior Supervisor (Home based)

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One of our biggest clients is a global tobacco company with more than 200 brands sold in over 200 markets; their ambition is to lead Next Generation Products in which we support them by providing excellent customer support services in Russia. We are searching for a senior supervisor for the Russian based customer support team.

Job role & responsibilities

  • Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents with daily work and performance development
  • Deal with high complexity cases, tasks, calls, complaints solving
  • Preparing statistics, reports, statements
  • Training of new colleagues and  ensuring their flawless integration within the team
  • Solving customer questions, letters, and complaints
  • Related administrative tasks, sending out letters, data entry, occasionally
  • Use standard operating procedures as provided by management
  • Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members incl. compliance with quality standards (enforcement of the relevant directives, regulations, and processes according to their control)
  • Ensure profitable operation by promoting adherence to required quality & efficiency indicators
  • Check accuracy of data provided to clients and agents
  • Escalate to a higher level cases that cannot be resolved immediately 
  • Planning and participation in resourcing if needed

Requirements

  • Native Russian and Fluent English language knowledge 
  • Located in Russia 
  • Excellent oral and written communication skills in Russian/English
  • 5 years+ experience in call/contact center environment, previous team lead position preferred
  • Project management experience 
  • Precision of data entry, solid computer skills
  • Able to work 8 hours a day (in MSK time zone (UTC+3) between 8am-11pm,  Monday-Sunday)

 

Work type: Permanent work from home, freelancer partnership (60 days probation period)
Start date: immediate

 

Work Environment Requirements

  • Quiet workplace (tasks are delivered from the comfort of your home)
  • USB Headset (separate microphone and loudspeakers are not good enough to manage calls)
  • Computer or Laptop with Windows operating system (if possible)
  • Broadband internet connection (mobile internet is not good enough to manage calls)


Training Method

  • We use cloud based call center technology - You need to download our Virtual Call Center, which needs to be tested. 
  • We train all of our colleagues online before the beginning of any project (compulsory to attend) 


If you are interested to join our team, please send your CV to hr@cloudagents.com or sign-up here!
 

 

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