Hotline Specialist - Poland
Core
Monitor hotline operations and support residential energy storage customers across Europe by managing external service providers and analyzing service performance.
Role type
Senior IC customer service operations specialist
Builds
Service quality improvements and customer satisfaction for residential energy storage
Domain
Renewable energy + Customer service operations
Deliverable
dashboards & analysis
Required skills
Call center KPIs, SLA management, Operational data analysis, CRM/ticketing systems, Call routing, Performance reporting, Stakeholder coordination
Preferred skills
Excel proficiency, Technical support systems experience
Responsibilities
Monitor daily performance and service quality of external hotline providers, Track key KPIs including call answer rate and first-contact resolution, Identify service issues and follow up on improvement actions, Ensure partners follow call-handling and escalation procedures, Coordinate with technical support to resolve customer inquiries, Analyze call volumes and recurring issues to identify trends, Prepare regular reports and dashboards on hotline performance, Support improvements to hotline systems and call-routing processes, Align hotline coverage and language support with European customer needs