Job Description
Your main responsibilities
- You will develop structured approach to people development (skills, knowledge and tools) and quality management (Close the Loop, monitoring, feedback and coaching processes)
- You will manage the quality and development experts and lead them toward agreed business goals measured by quality and costs KPIs (tNPS Help, Contact Rate, First Contact Resolution, % of automation, effectiveness and productivity)
- You will support operation CX managers and CX Business Product Managers with quality analysis and better understanding of root causes of detected pain points
- You will ensure the effective training and development tools/formats (e.g. applications, video webinars in relevant languages) for advisors, leaders and CX managers
This is the right job for you, if
- You have min. 2 years of quality management experience in CX or customer service area in logistic operations
- You have 5 years of people management experience
- You have analytical thinking (KPI designing and understanding connection between problem, reasons and solutions)
- You have experience in training program design
- You are an effective and empathic communication
- You are proficient in Polish as well as English
What we offer
- Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools
- A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)
- Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise
- Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)
Do you want to get to know us better? Listen Allegro Podcast
Send in your CV and see why it is #dobrzetubyć (#goodtobehere)
What We Do
Allegro is the most popular shopping platform in Poland and the largest e-commerce platform of European origin. We operate a marketplace model which means that customers can buy whatever they need from over 135,000 merchants, who can list an unlimited number of offers on our platform. We offer products in all key categories including Automotive, Fashion, Home&Garden, Electronics, Books and Collectibles, Kids or Health and Beauty. Each month, 22 million customers visit our platform, which is equivalent to almost 80% of all Internet users in Poland. They can choose from over 250m offers at the most attractive prices with maximum convenience including fast and free deliveries under the Allegro Smart! programme, modern financial services (Allegro Pay), as well as Poland’s widest 50k pickup points network. In 2019 we celebrated the 20th anniversary of Allegro in Poland. For over two decades, we have been serving consumers and promoting the idea of entrepreneurship in one of the most innovative areas of the economy. We have come a long way from an auction site for private individuals looking for a modern alternative to their local flea market. Today, we are a vibrant international marketplace platform for professional sellers and a must-have sales channel for top international brands and retailers. We currently employ more than 7000 employees and each of us ranks among the best experts in their field. Whether it’s in Technology, Customer Experience, Commerce, Delivery Experience or many other teams, we’re all proud to say that Allegro employs the best people on the market and all of us are ready to admit that it’s #goodtobehere.
