Head of the technical support group in robota.ua

Hello, let's get to know each other! We are the robota.ua company - an online platform for job search in Ukraine. We are part of the European holding Grupa Pracuj Ltd and a partner of the international network The Network. Every day, we help thousands of people to find work, and companies to find employees as quickly and comfortably as possible! We invite you to join the team of the head of the technical support group. Your area of ​​​​responsibilityOrganization of the work of the department: Creation and control of work schedules/rotations, lunch schedules, measuring the workload of the department, and making proposals and changes in the work of the unit in accordance with this; Control of the functionality of 1-line tools: telephony, chats, mail (in case of incorrect operation of services, immediately transfer information to vendors, technical staff for resolution). Work with personnel: Selection, interviews of new employees, control and assessment of the quality of work, conducting training, feedback on activities, monitoring consultations (according to a defined scheme); Building a department motivation system (together with the Head of CC), interaction with the QC department to ensure a high service-level of the department and team motivation; Monitoring the need for training/training for staff from QC or L&D. Working with tools and processes: Defining and writing work scripts, writing scripts and scripts for interaction with customers on typical and atypical actions, creating, describing, updating and implementing business processes for 1 line of care ;Participation in the development, description of TK for tools of the SS group and its testing (if necessary), preparation of reports, statistics, other informational data on the work of the group, ensuring the implementation of the established KPI units. Desires for the candidate: Higher education; Experience as a team leader from 2 years; Desire and willingness to join the construction of Customer Care work, description, improvement and implementation of new processes and automation mechanisms; Communicability, politeness, responsibility; You know how to work coolly in a team and go to achieve the set goals. You are waiting for: Official employment, which includes: 24 days of annual leave and paid sick leave; work schedule from Mon. on Friday from 9:00 a.m. to 6:00 p.m., of course, with an hour of reset. Attending specialized events and training; No need to issue an official sick leave for the first days; illness, if you feel that soon you will be 100% ready to start work; Corporate and team building - we love spending time together :) Can you already imagine yourself in our big team? Then send your resume and come get acquainted!