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Customer Service Operations Manager (German)
Our partner is a multinational information technology services and consulting company, that is looking for a Customer Service Operations Manager for the German market.
Main responsibilities:
- Train, coach and mentor Associate Managers and Team Leads, including career development.
- Establish operations objectives and work plans, delegate assignments to subordinate Team Leads
- Manage and drive performance from the Team Leaders and Associates in meeting SLAs and KPIs
- Drive program performance – SLAs, KPIs adherence and improvement/s
- Prepare and drive regular weekly, monthly and quarterly reviews with customers and all stakeholders.
- Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
- Provide excellent customer service and determine the needs of the client, building a strong customer relationship.
- Increase the effectiveness and efficiency of Support Services through improvements of the communications between functions.
- Drive initiatives and process improvements in the management team and organizationally.
- Participate in development and presentation of proposals for business development.
- Participate in compliance and security audits to ensure operational teams are aligned to project requirements.
- Awareness on quality principles/frameworks as need to oversee and drive regular audits with support from operations and quality teams. ·
- Contribute to short and long-term organizational planning and strategy as a member of the management team.
- Actively contribute to customer reviews, planning team for BAU forecasting, peak/seasonal preparedness and sales team for cross sell/upsell demands.
Required skills:
- At least 5 year(s) of working experience in managing voice customer care projects (Retail domain experience)
- At least 1-2 years working as a Team Leader or Associate Manager in customer care
- Excellent written and spoken communication in German (high B2/C1) and English (B2)
- Flexible and can work independently under pressure ·
- Strong leadership skills to drive teams performance.
- Attention to details, strong data analytical skills
- Drive team motivation and employee engagement activities
What our partner can offer to you:
- Promoting opportunity
- Competitive salary and cafeteria
- Mayfair Health insurance