- Create/recommend a plan of action to improve service level in telephony/call center environment.
- Lead the implementation of quality improvement and assurance process.
- Develop a system of periodic employee performance evaluations, feedback sharing and continuous training.
- Promote a culture of excellent customer service and teamwork.
- Monitor call quality to ensure prompt and effective level of communication with drivers and brokers.
- Provide feedback and coaching to individual team members based on their interaction during calls.
- Maintain performance records to measure weekly/monthly/quarterly achievements.
- Identify and escalate new issues or trends, develop appropriate action plans to manage challenges, recommend process and procedure improvements to team managers.
- Encourage the ownership of team managers and group participation in the improvement initiatives.
- Participate in special projects and performs other duties as assigned.
- Extensive experience in customer service area at managerial level, preferably in an international environment.
- Excellent communication skills (in English), including ability to tailor communication to audience to achieve desired results.
- Must be able to see the project, decisions and processes in terms of the big picture/cross-departmental impacts.
- Strong problem solving and analytical skills utilizing creativity and innovation.
- Ability to work well in a fast-paced and continuously changing environment.
- A perfect opportunity to develop a career in the international company
- Supportive, dynamic and challenging work environment
UAB "Laiko juosta"
UAB "Laiko juosta" yra užsienio kapitalo įmonė, teikianti krovinių pervežimo koordinavimo, ekspedijavimo taip pat apskaitos paslaugas nuotoliniu būdu. Kviečiame pozityvius, energingus ir darbo nebijančius asmenis tapti mūsų kolektyvo dalimi.
Information about UAB "Laiko juosta"
Avg. salary gross(76% higher than LT average)
Number of employees
200-300 tūkst. €
Revenue 2016 y.
Distribution of employees by salary (before taxes):
25% earn up to 1186 €
25% earn 1186-1436 €
25% earn 1436-1991 €
25% earn more than 1991 €
Company manager: Evaldas Ambrazaitis