A Head of Customer Service Management Department is required at MTS
MTS Customer Service is a developing and dynamically growing area for energetic specialists. They provide support for the company's product customers at all points of contact and aim to deliver high-quality service using modern IT technologies for service automation.
Your responsibilities will include:
- Compiling and adjusting schedules and load forecasts for the contact center
- Monitoring the availability and timely escalation of contact center service incidents
- Planning and supporting projects for contact center process improvement
- Analyzing user requests and preparing recommendations to reduce repeat contacts.
- Updating and maintaining the knowledge base, scripts, and response templates for operators
Candidate expectations:
- Skills in building and developing a strong team
- Maturity and attention to detail in managing projects and presenting results
- Ability to work effectively with numbers and data-driven argumentation
- Knowledge of process analysis and optimization methods
- Result-oriented, customer-focused, and high sense of responsibility
- Experience in building customer service
What we offer:
- Voluntary medical insurance program from the first month of employment — 100% coverage of expenses in private clinics, including dentistry. Close relatives can be insured at a 50% discount. For travel enthusiasts — travel insurance abroad. Life insurance is also available.
- In-person and online training at the Corporate University, with external providers if beneficial for work, experience sharing within internal professional communities, and access to an online library with useful books and periodicals.
- Paid days off for significant life events of an employee.
- Financial assistance in difficult life situations.
- Corporate mobile communication + internet, as well as a unified MTS Premium subscription (KION online cinema, MTS Music, MTS Lines, etc.).
- Partner offers for travel, entertainment, and sports.
- Opportunity to participate in volunteer programs: organizing charity fairs, educational projects for children, social project competitions, and environmental projects.
- Internal sports program "In Motion": races, marathons, various sports tournaments, meditation, and balance exercises.
