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www.cvonline.hu

Customer Service Delivery Manager JO-1401-277432


  • A hirdetés 1049 napja lejárt
Referenciaszám:
JO-1401-277432

 

Fizetés:
versenyképes
Tapasztalatok:
10 vagy annál több év
Munkaidő
Állandó teljes munkaidős
Végzettség szintje
Egyetemi diploma (Bch)
Tanácsadó neve:
Orsolya Fülöp
Tanácsadó e-mail címel:

 

 
Leírás:

Customer Service Delivery Manager


Responsibilities: 

• Provides full accountability and leadership for the client engagement
• Prepares the annual budget and business plan for the engagement, coordinates with the account manager for the account plan 
• Signs off on the training /certification methodology at the engagement level to ensure right skilling
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout) 
• Responsible for the engagement training plan to ensure competency development across domain, operations and behavioral
• Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, performance and relationship health
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
• Creates the scorecard for the engagement and ensures alignment of the team with the engagement objectives
• Conducts periodic reviews with ops managers and drives corrective action where required
• Anchors the key internal and external governance meetings, monitors adherence within engagement to sustain delivery predictability
• Responsible to build effective knowledge repository for t he engagement.
• Engages with the key client stakeholders on areas of improvements and commits resources to enhance customer satisfaction



Requirements:


• A minimum of 10 years of experience in Customer Service functions and handling P&L responsibility
• Deep domain knowledge of Customer Service/Voice processes
• Deep understanding of Contact Center process and business metrics including best practices and benchmarks
• Experience in the use of Analytics and Problem Solving tools/approaches
• In-depth knowledge of Quality Tools and Techniques to drive continuous improvement 
• Ability to anticipate customer needs and provide solutions in line with customer expectations
• Performance oriented - Ability to drive performance to stretch targets
• Excellent relationship management skills – coordinating with different functions and client contacts to provide customer delight
• Exposure to process risk management 
• Excellent people skills
• Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win-win situations
• Eagerness to learn
• English and one other European language on advanced level, German would be a benefit

Location: Brno

Helyek Külföld
Kategória Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Munkaidő tipusa Teljes munkaidő
Elvárt nyelvtudás Angol
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