Responsibilities
- Processes and maintains data to support real-time performance monitoring.
- Gathers measurable performance metrics such as call volume, average handling time, and current service level to inform strategic decisions.
- Oversees and tracks queue performance to ensure service level targets are met for the assigned account.
- Closely monitors queue activity and initiates proactive measures by coordinating with Team Captains and Operations Management.
- Serves as the main communication hub for account performance updates, relaying essential information to leadership.
- Reports critical performance developments to management and ensures accurate documentation of significant incidents.
- Stays updated on evolving policies and procedures related to daily operations of specific accounts.
- Identifies key obstacles affecting service level achievement and formulates appropriate corrective actions.
Benefits
- Fully remote position with optional access to offices in Poland, Georgia, and Ukraine
- Competitive pay structure
- Medical insurance coverage available after trial period
- Access to company-led training programs
Compensation
Competitive compensation
Work Arrangement
Full remote work
Team
Not specified
Responsibilities
- Processes and maintains data to support real-time performance monitoring.
- Gathers measurable performance metrics such as call volume, average handling time, and current service level to inform strategic decisions.
- Oversees and tracks queue performance to ensure service level targets are met for the assigned account.
- Closely monitors queue activity and initiates proactive measures by coordinating with Team Captains and Operations Management.
- Serves as the main communication hub for account performance updates, relaying essential information to leadership.
- Reports critical performance developments to management and ensures accurate documentation of significant incidents.
- Stays updated on evolving policies and procedures related to daily operations of specific accounts.
- Identifies key obstacles affecting service level achievement and formulates appropriate corrective actions.
Benefits
- Fully remote position with optional access to offices in Poland, Georgia, and Ukraine
- Competitive pay structure
- Medical insurance coverage available after trial period
- Access to company-led training programs
Other
- Completion of a test assignment is required during one of the hiring stages
- Applicants must submit an English CV including expected salary
- Only shortlisted candidates will be contacted for interviews
Not specified
