CSC Performance Specialist

Are you ready to make a real impact? Are you passionate about enhancing customer service performance and driving organizational success? If the answer is yes, step into a role where your ideas truly matter and join our team as a CSC Performance Specialist!

Role

You will play a critical role in ensuring the efficiency and effectiveness of our Customer Service Centers (CSCs) via following activities:

• Defining, monitoring, and improving key performance metrics for customer service operations.
• Implementing process improvements and best practices to enhance service delivery.
• Collaborating with cross-functional teams to identify opportunities for performance enhancement.
• Utilizing data analysis and technology to drive performance outcomes.
  
  

Key Responsibilities

• Ensure the transformation of request from business into technical specifications and settings on call centre side
• Analytical support for prioritization: models mid-term trendline / estimated development per channel / per BU
• Analytical insights : Compare Channel performance vs OB/RF/Reference group, identifying weak points with following action plan
• Performance of independent compliance checks on Channel performance
• Consolidation on inputs from CRCs for Channel forecasting
• Support of bottom-up planning (identifying channel specific gaps in deployment strategy)
• Support of evaluation process of KPI-related incentives
• Communication with BI department regarding adjustments in central reporting
  
  

Skills Required

• 3+ years of experience in Customer Care or Contact Center
• Strong expertise in project management and data analysis.
• Excellent communication, problem-solving and collaboration abilities
• Proven experience in process improvement methodologies.
• Language: fluent English, preferably Czech native speaker
• Proficiency in using Excel, knowledge of Power BI and Salesforce is an advantage
  
  

Why Join Us?

• Work in a dynamic and supportive team environment.
• Engage in continuous professional development and growth opportunities.
• Flexible working hours/ home office possibility
• - 25 vacation days and 4 health days
• - Summer/winter vacation contribution
• - 11 000 points in Benefit Café,
• - Multisport Card,
• - Meal Tickets
• - Life & Accident insurance,
• - Pension plan with contribution (3rd Pillar)
  
  

If you are ready to take on this exciting challenge and meet the qualifications, we’d love to hear from you!

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