Team Leader-Operational Manager with German

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Angajator: Hunt Recruitment
Domeniu:
  • Customer support - Client service
  • Educatie - Training
  • Inginerie
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Job la nivel national
    Actualizat la: 03.06.2017
    Remote work: On-site
    Scurta descriere a companiei

    Hunt Group – a mix of recruitment (executive search and head hunting) and outsourcing activities in industries such as IT, oil&gas, banking, finance and automotive.

    Cerinte

     Education: Associate Degree required (Marketing, Business, Technical represents an advantage)
     Experience: 2 – 4 years of experience are requested as Operational Manager
     Fluent English and German
     Minimum 4 years Leadership Experience
     Experience in managing multiple teams/countries
     Excellent organizational skills and ability to proactively plan and allocate resources to respond to service demands quickly and efficiently
     High level awareness and understanding of effective customer care
     Excellent interpersonal skills to deal with a wide range of groups and individuals and in particular customers
     Experience in a Customer Care environment in the area of commercial support / technical support / sales / telesales
     Strong customer focus and business judgment
     Excellent time management skills
     Solid verbal, written and presentation skills
     Excellent interpersonal and leadership skills
     Operational structure, hands-on to fix issues, perform customer escalations
     Highly Motivated/Self Starter
     Ability to discover opportunity without fixed scripts, after brief product and system training
     Ability to work with minimum supervision
     Good communication Skills

    Responsabilitati

     Provide Leadership and day to day management of team
     Coaching of team members
     Build and maintain strong collaborative relationships with the internal teams of the countries being supported
     Continuous Improvement Activities
     Reporting and analysis of team performance
     Act as a point of escalation for customer issues
     Participate in cross functional problem solving activities
     Responsible for the Customer Services Team in relation to the planning and control of their workload as well as their overall performance, providing guidance and direction to ensure enquiries and requests are responded to within agree timescales and to the required level of service
     Ensure the Customer Services Team are recruited, trained, coached and mentored in accordance with the relevant processes and procedures ensuring an excellent customer contact service is achieved
     Provide support and a high level escalation point for the Customer Services Team as appropriate and in line with the agreed procedures
     Develop, monitor and maintain all the policies, procedures and information systems for the Customer
     Services Team and to ensure all appropriate records are kept and information systems updated
     Prepare and present reports to the Leadership Team or to other stakeholder areas appropriate to the activities carried out by the CCC.

    Alte informatii

    The primary responsibility of this position is to help increase the overall market share for company products and services and achieve high levels of Customer Satisfaction resulting from customer interaction with the Customer Care Center via all available communication channels. This is achieved by providing direct leadership to the relevant CCC team whilst ensuring that the team’s goals meet the goals of the Customer Care Centre. This position requires a primary focus on team management and employee development, systematically removing barriers to success and consistently improving the productivity of the executing team.

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