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29 июля 2021

International Strategic Operations Manager (вакансия неактивна)

Львов, удаленно

Required skills

— Experience as an Operational manager or above;
— Experience in leveraging data to identify and develop operational goals to improve the customer support experience (SLAs, Quality, etc.);
— Experience in leveraging data to identify and develop business strategies to improve the customer experience and support department goals (revenue, cost per incident, TPQ, etc.);
— Majority B2C experience;
— Experience collaborating with other departments to align on goals;
— Experience with the European market;
— Experience with the Asian market;
— Experience with non-English support;
— Experience with email support;
— Experience with phone support;
— Leading a support team of at least 20 agents;
— Experience managing multiple teams of agents serving different markets;
— Experience in multi-disciplinary management;
— Experience in improving multi-lingual agent quality and performance;
— Experience as a Strategic Operational manager or above for at least 5 years;
— Advanced English level (written/spoken).

We offer

— Time off throughout the year (paid and unpaid);
— Professional development support and encouragement;
— Resources to help improve your overall well-being;
— Free membership to dive into JA product.

Responsibilities

— Communicate and collaborate with international country managers and leaders to align on strategies and execution of plans;
— Conduct and leverage data analysis of the department’s performance, as well as the overall industry in order to make comprehensive recommendations to achieve business goals;
— Design, execute, drive and monitor effective customer support strategies and plans that align with department and business goals;
— Manage the development of weekly and quarterly performance reports and present to department leaders;
— Oversee management of the international customer care support team to provide the highest standards of customer service.