Project manager, administrator (Sales Force, Talk Desk, B2B, CRM systems) in OLX Ukrayina

Project manager: Administrator of Sales Force and Talk Desk B2B / CRM systems Subordination: To the head of the support and sales development sector.

Most frequent interaction (departments or specific positions): BI, ??administrative staff B2B Unit, Customer Support and other colleagues from OLX Group (Customer Success team)

OBJECTIVE OF THE ROLE (what is expected from person in this position):

• Development, testing and implementation of a strategy of communication with clients (hypotheses, goals, impact, results, conclusions and further steps) aimed at increasing the company's and department's revenues as a whole
• Finding solutions to optimize internal processes and free up the agent's time with subsequent redistribution to fulfill the team's basic goals;
• Ensuring smooth operation of internal call routing for B2B and stable operation of Salesforce
• Prompt processing of development areas and needs of B2B employees related to Talkdesk and Salesforce

MAIN DUTIES:

• Implementation of changes according to the TOR provided by the customer (the customer can be an agent, a team leader, a direction in B2B), which will have a positive effect on the Customer Experience, testing new hypotheses
• Shortening the path from the call to Flow and to being assigned to an agent, but with information about all important changes and processes
• Control of stable operation of call routing
• Understanding the logic of signal transmission using the VoIP method
• Working with unplanned jams of different durations (Alarms / Blackouts / Failures / Line queues)
• Monitoring the relevance of components in routing (General, CSAT etc), timely updating of components
• Implementation of IVR-activities, starting from the agreement of working conditions, ending with the TK for BI, creating a script and building a Flow in Talkdesk Studio (the TK for building routing is formed by the Customer)
• Determining the root of the problem that occurs in the agent, with a clear construction of steps to eliminate the problem. If the solution to the problem is not possible on our side - escalation of the request and control of execution to the responsible team / partner
• Researching new products from Talkdesk and familiarizing the team with interesting new products that affect internal B2B processes
• Timely processing of the request related to Salesforce (From the manager / business coach to create a new profile / delete the old one) and submit requests to the team to create new roles and delete existing ones in case of their irrelevance
• Working with SF Inspector
• Documentation of projects and processes related to Talkdesk and Salesforce in Confluence
• Communication within B2B & VCS about next steps within projects and processes that directly affect team members
• Understanding internal processes and helping employees internally
• Formation of the knowledge base in the fields used by the B2B team
• Building and working with reporting in SF/TD B2B
• Guide to the training of a B2B virtual agent
• Independent development and implementation of projects that will ensure the fulfillment of the main goals of the B2B Unit
• Participation in testsx and ongoing projects by colleagues from OLX Group
• Certification at Talkdesk Academy
• Completion of two mandatory Salesforce courses

ROLE REQUIREMENTS:

• Education: complete higher education;
• Experience: experience working in contact centers, defining a strategy for communication with clients;
• Ability to work with large data sets and the ability to use databases;
• Knowledge:
  • knowledge of the organization of the work process of sales departments, motivation of the work group;
  • strategic thinking, advanced user of office programs;
  • knowledge of the Ukrainian language, language and writing literacy;
  • knowledge of the English language at level B1 and above;
• Skills:
  • staff motivation, public speaking;.
  • ability to react quickly in non-standard situations;
  • ability to take responsibility;
  • ability to quickly find options and solutions to any issues
  • provide support and assistance to the team.
• Personal qualities:
  • communicativeness, openness, flexibility, proactiveness, creativity, energy, purposefulness, stress resistance, responsibility and decency, analytical mindset;
  • ability to find a common language with any person;
  • ability to ensure achievement of set goals;
  • work in non-standard conditions (air alarms that do not pose a threat to life, blackouts)

Your comfort at work is our task, therefore we offer:

• A career in an international company where employees are one of the most important values
• Official employment in accordance with the legislation of Ukraine. 8-hour working day from 9:00 to 18:00, weekend on Saturday and Sunday.
• Annual paid vacation 28 calendar days + additional paid vacation days in special cases (wedding, birth of a child).
• Official salary and bonus system.
• Additional compensation after the trial period (sports; insurance: medical and life, internal and external training and others)
• Psychological support and programs for mental health.
• Access to a large database of various training courses with the possibility of certification.
• Office in the IQ Business Center, with the possibility of working from home (there are internal policies for the organization of the work process).
• Maximum support of the manager and colleagues at all stages of adaptation and after.
• Participation in OLX Group's global goals and unlimited opportunities to share experiences with colleagues in 40+ countries.
• We are comfortable and easy: loyal management, and we are all with each other on "you" :) Join like-minded people - a large and friendly OLX team