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Exact Solutions Kft.-German Speaking Customer Service Delivery Manager

German Speaking Customer Service Delivery Manager


For our multinational partner we are looking for a
German Speaking Customer Service Delivery Manager


Location:
Budapest

Responsibilities:

  • Managing a large scale team of customer service representatives with complex process management and business interactions
  • Understanding procedures and processes for the relevant businesses, as well as the internal processes
  • Ensuring timely resolution of inquiries and activities within the CRM system
  • Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
  • Conduct regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
  • Provide coaching for the team members as part of their ongoing development and training
  • Conduct half-yearly and annual appraisals with direct reports
  • Provide first level escalation for any issues raised by the team
  • Ensure processes are embedded and adhered to consistently throughout the team
  • Work with the process improvement leader to review, identify and resolve process inefficiencies
  • Ensure team process and procedure documentations are maintained and fit for purpose.
  • Develop, achieve and monitor KPIs aligned to the SLAs
  • Work closely with other team leaders to ensure that overall operational objectives are met, ideas shared and lessons learnt
  • Monitor and assure compliance to SOX controls
  • Deputize for the customer service manager

Requirements:

  • University or college degree
  • At least 2-3 years of customer service experience in leader role (team leader or manager)
  • Fluency in English and German
  • Strong people management and coaching experience
  • Demonstrated process thinking and experience with a strong focus on continuous improvement
  • minimise potential problems
  • Change management experience in preferred
Munkavégzés helye Budapest
Kategória -
Minimális tapasztalat Több mint 5 év
Munkaidő tipusa Teljes munkaidő
Régió Budapest
Egyéb hasonló állások Önnek
Adatrögzítő munkatárs

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