Call center manager

DTEK Kyiv Electric Grids is a leading energy company in Ukraine, distributing electricity in the capital of Ukraine and serving over 1.2 million customers.

The Company's employees provide light and comfort in the homes of Ukrainians every day, and enterprises with the opportunity to work and develop.

We are looking for a "Call Center Manager"

With Us You Will Receive

• Official employment, decent salary and bonus based on work results;
• Paid vacation and sick leave;
• Health insurance after the probationary period;
• Training at the DTEK Academy (online courses, classroom trainings, master classes, closed clubs, professional communities);
• An energetic and friendly team.
  
  

We would be happy to see you on the team if you:

• You have a complete higher education (specialist, master);
• You have experience working as a CC manager;
• You have experience managing a team of 30 professionals;
• You have a democratic management style;
• Are you able to build effective Contact Center operations?
• You have communication, leadership and presentation skills;
• Have a high level of responsibility;
• Ready to work overtime;
• Knowledge of English will be an advantage;
• Having a portfolio of implemented digital projects will be an advantage.
  
  

Your Main Tasks Will Be

• Organization of effective and uninterrupted operation of contact centers (CCs) in accordance with regulations and quality standards;
• Meeting service targets and standards;
• Preparation of regular reports on the performance of the department (qualitative and quantitative indicators);
• Coordination of contact center activities with other divisions of the Company;
• Organization of an effective system of working with personnel;
• Formation and development of partner customer service (outsourcing contact center);
• Organization of customer feedback processes (CSI, observation checklists, mystery shopper);
• Monitoring the implementation of the terms of contracts with the contractor, provision of primary documentation, reports on services provided;
• Initiation and control of optimization of customer communication scripts in the Customer Center;
• Optimization and automation of processes.
  
  

After the trial period, a hybrid work format (3 days in the office, 2 days remotely) may be agreed upon.

By submitting your resume for a vacancy, you consent to the use of your personal data by DTEK within the framework of the current legislation of Ukraine. DTEK guarantees the confidentiality of applications and the negotiation process when selecting candidates for a vacancy.

Please note that feedback on the results of the vacancy review will be provided within two weeks in the event of a positive decision on your candidacy.

Our energy brings light and comfort to people!