Call Center Team Lead (e-commerce) in JustBuy

Requirements: We are looking for a strong Team Lead who knows how to manage a team of operators in the field of e-commerce, achieve sales plans and service KPIs, keep discipline and drive in the team. This is a role for a person who combines management + analytics + working with people.

Working conditions:

• Work experienceCall center Team Lead / Supervisor from 1 year

• Experience in e-commerce or sales is a must

• Understanding call center KPIs and the ability to work with them

• Team management experience from 5 persons

• Analytical thinking, systematicity

• Ability to give feedback and maintain authority

• Resistance to stress and results orientation

Will be a plus

• Experience with CRM

• Participation in building or reorganizing a call center

Responsibilities:

Team management

• Managing a team of call center operators (calls / chats)

• Adaptation, training and development of new employees

• Setting daily/weekly goals and monitoring their implementation

• Conducting 1-on-1, team meetings, error analysis

• Team motivation, work with burnout and engagement

Control of quality and results

• KPI control:

  • Conversion / Sales rate

  • AHT

  • FCR

  • CSAT / NPS

  • Abandon rate

• Call and chat quality control (QA)

call center indicators, identification of bottlenecks

• Optimization of sales processes and order processing

• Cooperation with WFM (schedules, workload)

• Preparation of reports for management