Assistance Center Supervisor

• Organise, maintain, monitor the shift-plan including daily planning and attendance
• In case of holidays, high level of calls and queue act as service coordinator
• Support, guide and coach service coordinators in their daily operation and take difficult cases if necessary
• Monitor case quality and give feedback to service coordinators with the aim to create improvements
• Monitor and control closing of complaints in a timely manner
• Handle complaints according to established process, proposing solutions and actions and if necessary present to centre manager for referee decision
• Actively participate in the SRS process support service coordinators with SRS and make sure all participate
• Responsible for the introduction of new service coordinators including planning and program
• Responsible within the centre for training in processes, procedures and systems such as SES, common practice, complaints handling, uniform invoicing or any other relevant procedure.
• TMS administrator including responsibility for monitoring progress of required training
• Stand in when the centre manager is not in the office

Work in an international company
Education, training

Please send us your CV Slovak and English languages