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Customer Care Director
| Компания: | Digitain LLC |
|---|---|
| Длительность: | Permanent |
| Дата начала: | ASAP |
| Крайний срок: | 17 October 2018 |
| Код объявления: |
ТИП ПОЛНОМОЧИЙ:
Full-timeОПИСАНИЕ ДОЛЖНОСТИ:
Digitain is looking for an experienced Customer Care Director who will be responsible for the daily management of Customer Care Directorate, providing leadership and direction to the managers and their teams to ensure that an excellent standard of services is provided and objectives are fulfilled.ОБЯЗАННОСТИ:
- Ensure efficient and effective daily operation, improve operational performance of the following teams:a) Service Desk;
b) Contact Center;
c) Training and Quality Control;
d) Change Management;
- Increase customer satisfaction, loyalty and retention by meeting their expectations;
- Assure 24/7 availability of Contact Center for customers' and partners' inquiries, issues and claims;
- Ensure high quality of services provided to both internal and external customers;
- Responsible for effective processes design and implementation;
- Responsible for setting KPIs for the teams and follow up their accomplishment, initiate corrective and improvement actions;
- Prepare and elaborate management dashboards;
- Efficiently collaborate with the Company's other departments and executives;
- Conduct performance appraisals with employees; address employee performance and corrective action plans, employee motivation and rewards;
- Responsible for improving performance, productivity and efficiency through the implementation of effective methods and strategies;
- Prepare annual financial and headcount budget for the Customer Care Directorate;
- Analyze process workflow and facilitate continuous process improvements;
- Hold monthly/ weekly meetings with employees;
- Report Directorate's activity and performance results to Deputy CEO according to the targeted objectives.
ТРЕБУЕМАЯ КВАЛИФИКАЦИЯ:
- Bachelor's degree in Management or IT; MBA is preferred;- At least 3 years of experience in call center, service desk management or other customer service management related field;
- At least 5 years of leadership experience in people and operations management;
- Any experience or background in IT sector will be considered as an advantage;
- Good knowledge of ITIL standard;
- Strong analytical skills;
- Excellent communication and persuasion abilities;
- Proficiency in operations and people management;
- Ability to plan, prioritize and handle effectively and independently multiple projects and tasks;
- Ability to make decisions and solve problems while working under pressure;
- Fluency in Armenian, English and Russian languages.
ПРОЦЕДУРА ПОДАЧИ ЗАЯВОК:
Qualified candidates are welcome to send their CV to: ******@********.*** mentioning the position title ("Customer Care Director") in the subject line of the email. Only shortlisted candidates will be contacted.Пожалуйста, четко укажите в своем заявлении, что вы узнали об этой возможности через Career Center, и укажите URL-адрес нашего веб-сайта - www.careercenter.am. Спасибо.
ЗАРПЛАТА:
CompetitiveО КОМПАНИИ:
Digitain is an Armenia-based sportsbook and casino platform provider offering best of breed turn-key and white-label solutions. The Company's primary focus is on the regulated European market, with ambitious plans to expand its geographical footprint into the Americas and Asia. The multi-channel Digitain Gaming Platform allows operators to plug-in sportsbook, casino, live dealer, and virtual sports modules, and includes an integrated payment gateway, bonus engine, CRM system, and dedicated customer support. Its sportsbook product covers 26,000 live events each month, across 65 sports taking in 7,500 leagues and more than 3,000 betting markets, while its casino solution has 1,000-plus games from the likes of NetEnt, Microgaming, and Playson. Company Mission is to expand all over the world, to become one of the best employers in Armenia.Today Digitain has more than 1,000 employees, 35+ partners worldwide, and more than 400 land-based bet shops worldwide. In the iGaming industry, Digitain has a unique position; its technological flexibility, customer-oriented behavior, and its people are the keys to the Company's success. For the team, the Company has become their digital planet, and their own and unique virtual environment as they believe that hard work can bring them closer to creating their vision of the Digital Universe.
COMPANY CHALLENGES: Nurturing a great company culture, hiring the right people at the right time and developing them, keeping up with market changes, and expanding all over the world.
