ECCC - Operations Manager with German

Employer: Concentrix
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.09.2018
    Short company description

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

    Requirements

    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

    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