Team lead of the sales department in Perla Helsa

Perla Helsa is a Ukrainian D2C wellness brand that, since 2019, has been helping people take care of their health with the help of high-quality nutritional supplements. Today we have over 400,000 Instagram followers and 130,000 satisfied customersin Ukraine. We are growing, entering the EU markets and expanding our product lines. We are currently looking for a Team Lead for the sales department - a leader who will be responsible for managing the team, implementing sales plans and developing effective processes for working with customers.

Your tasks:

• Organizing the daily work of the contact center team: scheduling, workload distribution, quality control;
• Implementation and monitoring of key performance indicators (quantitative and qualitative KPIs);
• Ensuring smooth operation of the contact center;
• WFM: shift and workload planning, peak period coverage, discipline and quality control;
• Quality management: call and chat monitoring, evaluation, feedback, team coaching;
• Analytics and reporting: creation of KPI dashboards, A/B testing of scripts, plan/fact analysis;
• Omnichannel interaction: telephony, chats, messengers and social networks - implementation of uniform service standards;
• Interaction with IT: formation of requirements for CRM, telephony and chat platforms.

We expect:

• Experience in the position of Team Lead / Supervisor in a contact center from 2 years;
• Practical experience with CRM and telephony (Binotel, Ringostat, Asterisk, Zendesk, Gorgias, Bitrix24 or similar);
• Mandatory experience in e-commerce or commodity B2C business;
• Understanding the processes of working with orders, returns, logistics and payments;
• Experience in building processes from scratch or optimizing them;
• Confident command of CRM/OMS systems;
• Strong analytical skills: working with data and metrics (Excel, BI, cohort and funnel analysis);
• Experience of managing a team of 10+ operators.
• English language - B2.

What we offer you:

• Working schedule:flexible (Sat and Sun are weekends).
• Remote format of work with the possibility to visit the office in Kyiv (if desired).
• Competitive salary: rate + bonus for work.
• Development opportunities: corporate knowledge base; English/Polish courses, classes with a psychologist, sports sections;
• Discounts on company products
• Paid sick leave, vacation and Self-Care Days.
• Medical compensation.

If you feel that this is about you, send your resume and a few sentences about yourself. We will be glad to meet you!