Vakansiya! Azerfondan sərfəli iş təklifi

Tələsin, son müraciət tarixi- 25 dekabr 2012

Company:     Azerfon
Position: Customer Relations Back Office Supervisor
Published / Deadline:     12 dekabr / 25 dekabr
City:     Baku
Contact Email:     [email protected]

Requirements:

•     Higher education;
•     Experience in Customer Relations;
•     At least 2 year experience in Telecommunication sphere (preferred), other way financial background required;
•     Strong MS Office skills;
•     Knowledge of languages: Fluent in Azerbaijani, Russian and English;
•     Free of military obligation;
•     Required Competencies
•     Detail oriented
•     Strong problem solving skills
•     Good analytical thinking
•     Strong communication skills
•     Leadership skills
•     Management skills

Job Description:

•     Revise and update processes and procedures in order to improve the performance of the group and increase customer satisfaction
•     Control of the activity and performance of his team, provision of on time feedbacks
•     Holds monthly performance appraisal with the team members and records all results in PA form
•     In order to ensure the effective and on time performance of the group analyze the daily, weekly, monthly reports and act accordingly
•     Consistent analysis of customer complaint handling performance and acting upon
•     Daily interaction & co-ordination plans with the Team Leaders on the various Services, applies to CC and it’s analysis
•     Regular interaction & co-ordination within group, department and the company on various services and occurred problems
•     Consistent works together with Call Center heads to ensure the increase of FCR
•     Manage all problems (in conjunction with the Billing Manager and specialist) from logging till closure according to solution principles
•     Coordination with other departments for increase of the quality level, displaying the errors or realizable changes observed in the system or in business procedures
•     Verification of invoices to be delivered to the customer, investigation the causes of non delivery and realize other appropriate measures
•     Cascade company strategies, targets, and priorities down to employees and contribute to identification of Company strategies and priorities
•     To plan group’s budget and headcount parallel to department, company and company short and long term strategies, priorities and targets to realize department activities and hire right people in the right time
•     Identify group targets in line with department targets, strategies and priorities and individual targets of employees in line with group targets with the participation of the group team and coordinate the implementation of job targets
•     Create control mechanisms
•     Measure, reward and disciplinary punish the performance toward Company Policies and Values, as well as determine development areas of employee and plan relevant development activities
•     Plan development activities on determining employees’ development areas
•     Provide workload distribution and accurate job designs in parallel with company strategy, individual competencies and targets of employees
•     Identify employee grades and adjust salaries according to the performance results and as required by internal procedures
•     Suggest structural changes within group when necessary to provide effective execution of work and business targets in line with department and company targets, strategies and priorities
•     Execute group activities in consistent with internal procedures existing in company, confidentiality policy and government legislation
•     Improve all existing internal systems when necessary

Deadline for applications submitting – 25.12.2012

The applications should be submitted to Talent Acquisition and Management Specialists, Samir Amirov: [email protected]

Source: azerjobs.com