Nivel cariera

Middle (2-5 ani), Senior (5-10 ani)

Limbi vorbite

germană, engleză

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Your Mission:

  • Work with the workforce management team to ensure accurate staffing and scheduling that supports financial objectives and customer expectations.
  • Motivate, coach and retain staff as well as coordinate reward, bonus, and incentive schemes.
  • Drive resolution of client complaints and escalations.
  • Deliver all internal & external management/ customer reports.
  • Review performance of staff, determine training needs and make employment decisions.
  • Identify, recommend and support the implementation of various programs and projects for the improvement of customer service processes.
  • Plan staff recruitment. Oversee recruiting, hiring and training processes.

 

Driving Operational Excellence

 

  • Responsible for achieving team SLA’s;
  • Ensures daily reporting for productivity;
  • Conducts one on ones on monthly basis, quarterly, midyear and yearly appraisals;
  • Develops and maintains Incentive program for team members;
  • Oversees that process equipment and systems operate properly.

 

Quality Assurance (QA) and Customer Satisfaction

 

  • Functions as per QMS procedures;
  • Performs Quality Control processes in accordance with set guidelines
  • Ensures quality targets laid out are met for the processes owned;
  • Provides feedback to each team member to ensure adherence to quality requirements;
  • Ensures VOC (Voice of Customer) scores are met or exceeded in their area of competency;
  • Assesses performance of teams and counsels for performance improvement.

HR Collaboration:

 

  • Will work with the Human Resources Department and the Service Delivery Leader on getting the right people with the right skill sets for the job; participate in the selection of and approve agent hiring in conjunction with HR department;
  • Will involve the Human Resources department on attrition related issues and keep attrition levels.

Training

 

  • Ensures Training Needs Identification is done regularly for all team members in order to address individual development needs to support business goals and minimize staff attrition;
  • Ensures Training schedules are followed and delivered.

 

People Management

 

  • Improves/Maintains employee satisfaction and VOE success;
  • Ensures Reward /Recognition for Top Performers, Significant Contribution;
  • Motivates and build the skills of the team;
  • Encourages and drives team activities;
  • Builds relationship within his team;
  • Expands team members capability on KPI metrics tracked for performance management;
  • Conduct or arrange any coaching identified for each team member to achieve and improve individual targets focusing on key drivers supporting revenue.

 

 

Your Profile:

  • Relevant industry and organizational leadership experience;
  • Strong level of German and English;
  • Good Excel knowledge;
  • Excellent client relationship management skills including experience working with executive’s level;
  • Demonstrated ability to think critically and analytically;
  • Proven ability to organize and clearly communicate thoughts and ideas;
  • Proven ability to lead, coach, motivate and develop staff;
  • Act as role model for the team members;
  • Very good interpersonal, motivational and leadership skills;
  • Service minded, able to take the customer perspective;
  • Process oriented, organized, structured and detailed;
  • Able to work in the matrix organization structure;
  • Ability to manage uncertainty and to work within difficult contexts;
  • Ability to manage human resources and facilitate team-work.

 

You will enjoy:

  • Bonuses for your results.
  • Employee referral bonuses.
  • Medical coverage for you and a dear one .
  • Meal-tickets, free coffee, pastries and fruits, to keep you
  • Bookster and Benefits Online for you to enjoy your hobbies.
  • A great office, a friendly atmosphere in a multi-cultural environment.
  • Teambuilding and Christmas party.
  • Wide range of development and training options (including soft skills and language courses).