Manager/Senior Manager, Group CX Engagement and Development

Allegro

Poznań, Poland

Job Description

Your main responsibilities
• You will develop structured approach to people development (skills, knowledge and tools) and quality management (Close the Loop, monitoring, feedback and coaching processes)
• You will manage the quality and development experts and lead them toward agreed business goals measured by quality and costs KPIs (tNPS Help, Contact Rate, First Contact Resolution, % of automation, effectiveness and productivity)
• You will support operation CX managers and CX Business Product Managers with quality analysis and better understanding of root causes of detected pain points
• You will ensure the effective training and development tools/formats (e.g. applications, video webinars in relevant languages) for advisors, leaders and CX managers

We are looking for people who
• Have min. 2 years of quality management experience in CX or customer service area
• Have 5 years of people management experience
• Have analytical thinking (KPI designing and... More Detail

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