[ep & partners consultancy sh.p.k]

EPPC Albania on behalf of its client an International company, is currently recruiting a Head of Customer Service.

Major responsibilities:

• Oversee branch operations, focusing on bringing ideas into effective actions;
• Work on meeting KPIs such as conversion rates while enhancing customer experience;
• Arrange weekly meetings, lead projects as well as communicate with internal and external stakeholders;
• Manage and develop a Customer Service Agents team and Team Leads split between Italy and Albania to ensure quality and productivity goals are met;
• Support the implementation of new procedures and processes within the Customer Service area;
• Study and analyze workflows, designing meaningful, impactful solutions, while mapping business requirements;
• Continuously develop tools to ensure optimum operational performance;
• Ensure all team members under your management have the proper tools they need to perform their job roles;
• Be in charge of developing new ways of looking into daily business data with the aim of providing strategic insights to the management;
• Establish impactful relations with the field force (Vice and Regional Managers), supporting their active work in the branches.

Requirements for this position are:

• Previous experience in similar managerial position, ideally in startups, management consulting or BPO industry;
• High level of proficiency in Excel;
• Excellent oral and written communication skills in Italian and English;
• Excellent problem solving, critical thinking, and communication skills;
• Exceptional managerial and analytical skills with the ability to work and manage large departments in fast-paced and dynamically changing environments.

How to apply:

To apply for this opportunity, please fill your application at: https://aplikim.eppc.al/https://aplikim.eppc.al

You will be contacted by EPPC only if your CV & support documents will be qualified by our recruitment team.