ECCC - Operations Manager with German

Concentrix is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents.

Essential Criteria:

Ø Minimum of 2 years contact center management experience

Ø Business level English and German

Ø Excellent communication skills; demonstrated both verbally and in written form

Ø Proven ability to build strong working relationships with stakeholders at all levels; within and external to Concentrix

Ø Well developed influencing and negotiation skills

Ø Highly numerate with a strong ability to interpret and analyse data

Ø Passionate and enthusiastic about providing world class customer service with a real desire to make a difference

Ø Ready to take ownership of own projects and able to motivate others to ensure successful completion

Ø Problem solving skills

Ø Able to work under pressure to achieve deadlines

Responsibilities:

Ø Line management of business managers, ensuring SLA delivery against productivity, quality and employee engagement targets across accounts, delivering operational excellence

Ø Ensuring visibility of operational performance within wider Concentrix community

Ø Delivering value to all Concentrix customers

Ø Ensure retention and deliver growth of existing Concentrix customers

Ø Succession planning and mentoring

Ø Providing leadership within the operational team

Ø Build a successful, cohesive and empowered team

Ø Own and drive strategic initiatives

Ø Effectively manage all resources to deliver on corporate objectives/ SLA’s

Ø Create a culture of employee engagement and continuous improvement

Ø Financial management – control of operational budget plus delivery of revenue and profit targets

Ø Develop and maintain ongoing relationships with clients

Ø Effectively communicates key messages

Ø Leads by example, demonstrating innovation and commitment to improvement