Turkish CS Shift Leader

Remote

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Binance
Binance cryptocurrency exchange - We operate the worlds biggest bitcoin exchange and altcoin crypto exchange in the world by volume
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Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.
Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?
The team is growing and we are looking for someone who will assist the team leader with day to day responsibilities including the below.

Responsibilities

  • Manage CS team's daily shifts; monitor, supervise and assess CS agents' daily activities and have a good understanding of their work performance, with a main purpose of improving overall service quality
  • Manage team members' work shift schedule, balance and adjust key performance metrics to meet a high standard of quality and volume
  • Develop plans for implementing new products and business processes; including working with training supervisor to develop and implement training programs, and provide input for business process optimisation
  • Participate in the formulation and execution of CS processes, SLA, work plans and responsible for overall service quality delivery and team performance achievement

Requirements

  • Bachelor’s degree or diploma; prior CS experience with exposure to an e-commerce or financial industry background
  • Native/Fluent Turkish language speaker, and Fluent English speaker
  • CSAT in September higher than 90%
  • FCR in September higher than 85%
  • Closed chats in September 80%
  • QA score: 85 in the last 2 months
  • Minimum 2 months in the company
  • Previous managerial experience will be considered an asset
  • Availability to work exclusively during night time (23 shift)
  • Skilled in MS Office suite or similar including WORD/EXCEL/PPT etc for data analysis and reporting
  • Familiar with CS operation and business processes, with a strong ability for problem solving and strong number driven approach
- The job is from Monday to Sunday including working night shifts;




Conditions• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry• Fast moving, challenging and unique business problems• International work environment and flat organisation• Great career development opportunities in a growing company• Possibility for relocation and international transfers mid-career• Competitive salary• Flexible working hours, Casual work attire
Job region(s): Worldwide/Anywhere
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