At MTS, we are looking for a Head of B2B Customer Service.
Responsibilities:
- Full responsibility for B2B customer service at MTS: service quality, SLA compliance, customer satisfaction growth, churn reduction, loyalty and retention increase;
- Operational management of the B2B Service Center: organization and control of inquiry processing;
- Manage and develop the team: setting goals, controlling results, developing competencies, assessing performance, forming a talent pool;
- Formulate and develop B2B service strategy;
- Manage service quality and efficiency: meeting departmental KPIs (SLA, resolution times, FCR, repeat contacts, communication quality), regular calibrations, quality audits, corrective actions;
- Implement AI tools and develop B2B digital service channels;
- Set requirements for data/integrations (CRM, omnichannel platforms, knowledge bases), control pilots and scaling, evaluate impact (quality, speed, cost savings);
- Participate in forming the backlog of digital enhancements with product/IT, control implementation and adoption;
- Establish systematic work with VOC: collect/analyze feedback, identify customer pain points and root causes;
- Conduct analytics and maintain management reporting: regular reports on KPIs, CX metrics, digital/AI impact, problem areas, improvement plans; prepare materials for management.
Candidate Profile:
- Experience managing customer service/contact center/service center (preferably in telecom/IT/fintech/large service company) with responsibility for SLA and customer metrics;
- Practical experience in building and optimizing end-to-end service processes;
- Experience in implementing service digitalization: developing self-service, personal accounts, chat/messenger channels, omnichannel, reducing manual operations;
- Understanding and/or experience in AI implementation for customer service (at a managerial level: task setting, pilots, scaling);
- Experience in initiating product/process improvements based on customer feedback and service data; ability to defend changes with product/IT/business;
- Ability to manage service through metrics and SLA: setting KPIs, monitoring performance, analyzing deviations, forming improvement plans;
- Analytical skills, experience in building regular management reports and making data-driven decisions;
- Strong management competencies: task setting, developing managers, change management, implementing standards;
- Cross-functional interaction and negotiation skills, ability to achieve results without direct subordination.
What we offer:
- Official employment according to the Labor Code of the Russian Federation;
- Salary + annual bonus;
- Voluntary medical insurance program from the first month of employment — 100% coverage of expenses in private clinics, including dentistry. Close relatives can be insured with a 50% discount. For travel enthusiasts — travel insurance abroad. There is also life insurance;
- In-person and online training in the corporate university, with external providers if beneficial for work, knowledge sharing within internal professional communities, as well as 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.);
- Offers from partners for travel, entertainment, and sports;
- Opportunity to participate in volunteer programs: we organize charity fairs, educational projects for children, social project competitions, and environmental projects;
- Internal sports program "In Motion": races, marathons, tournaments in various sports, meditations, and balance exercises.
