Team Leader-Operational Manager with German
Acest job nu mai este activ!Vezi toate job-urile Hunt Recruitment active.Vezi toate job-urile Team Leader-Operational Manager with German active pe Hipo.roVezi toate job-urile in Customer support - Client service active pe Hipo.roVezi toate job-urile in Educatie - Training active pe Hipo.roVezi toate job-urile in Inginerie active pe Hipo.ro |
Angajator: | Hunt Recruitment |
Domeniu: |
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Tip job: | full-time |
Nivel job: | 1 - 5 ani experienta |
Orase: |
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Actualizat la: | 03.06.2017 |
Remote work: | On-site |
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.
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
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.
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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