Customer Support Center Head

AMIO BANK

- Lead and optimize the customer support team’s performance across multiple service platforms by effectively organizing and streamlining workflows - Provide daily guidance, continuous coaching, mentoring, and training to team members, aiming for ongoing skill development and high team and individual performance - Monitor and evaluate KPIs to ensure timely and efficient achievement of team and individual goals, while maintaining excellent service quality - Assign and clarify tasks and responsibilities, balancing resource allocation and maximizing team productivity - Actively improve and automate service processes by implementing innovative technological solutions and best practices to enhance customer satisfaction - Collaborate closely with internal teams (IT, product, marketing, business development) and external vendors to expand platform functionality and improve service quality - Participate in the effective and prompt resolution of complex and escalated cases, ensuring high customer satisfaction and protecting the bank’s reputation - Define and develop cross-selling strategies as a critical factor for team performance and business growth - Continuously improve team engagement, motivation, and work quality by fostering an open, supportive, and collaborative work environment

- Minimum 3 years of experience in customer service, including at least 1 year in a leadership or team lead role - Strong leadership skills, including team development, problem-solving, change management, and conflict resolution capabilities - Technical literacy and proven ability to collaborate effectively with technical teams - High responsibility, process orientation, and a strong customer service mindset - Experience with CRM systems, chatbots, or AI solutions is a plus - Advanced Excel skills (for data analysis); knowledge of SQL is a strong advantage - Excellent command of Armenian, Russian and English (mandatory)

Apply here https://amiobank.spark.work/career/job/179/application?sourceCode=0e6c20e91cffab3b&lang=am Please mention in your application that you have learned about this position from MyJob.am