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Customer/Contact Service Manager
BUSINESS ESSENTIALS spol. s r.o.
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
- Managing and developing a Customer Service team of 50+ and outsource partner
- Delivering the SLA and KPIs within budget
- Resource management: organising staffing, including shift patterns and the number of staff required to meet demand; forecasting and analysing data against budget figures
- Developing the quality of the Customer Service function through training programs, software enhancements and industry recognised best practices
- Developing and implementing a strong supervisory / leadership team with industry experience with proven development and motivational achievements
- Implementing and maintaining an open and clear communication system
- Ownership of KPI and daily reporting package maintenance incl. NPS and customer satisfaction
- Reviewing current customer service offerings and look at best practice and efficiency gains
- Delivering the SLA and KPIs within budget
- Resource management: organising staffing, including shift patterns and the number of staff required to meet demand; forecasting and analysing data against budget figures
- Developing the quality of the Customer Service function through training programs, software enhancements and industry recognised best practices
- Developing and implementing a strong supervisory / leadership team with industry experience with proven development and motivational achievements
- Implementing and maintaining an open and clear communication system
- Ownership of KPI and daily reporting package maintenance incl. NPS and customer satisfaction
- Reviewing current customer service offerings and look at best practice and efficiency gains
Employee perks, benefits
- benefits
- international environment
- great atmosphere
- international environment
- great atmosphere
Information about the selection process
V prípade Vášho záujmu reflektovať na inzerovanú pozíciu, zašlite svoju štruktúrovaný životopis v AJ a motivačný list na e-mailovú adresu: [email protected]
Zároveň prosím vpíšte do svojho životopisu i nasledujúci súhlas na spracovanie Vašich osobných údajov našou spoločnosťou:
Súhlasím s tým, aby spoločnosť BUSINESS ESSENTIALS spol. s r.o. so sídlom Matičná 29, 831 03 Bratislava, spracovávala moje osobné údaje na účely sprostredkovania práce v súlade so zákonom č. 428/2002 Zb. o ochrane osobných údajov.
Zároveň prosím vpíšte do svojho životopisu i nasledujúci súhlas na spracovanie Vašich osobných údajov našou spoločnosťou:
Súhlasím s tým, aby spoločnosť BUSINESS ESSENTIALS spol. s r.o. so sídlom Matičná 29, 831 03 Bratislava, spracovávala moje osobné údaje na účely sprostredkovania práce v súlade so zákonom č. 428/2002 Zb. o ochrane osobných údajov.
Company on whose behalf the position is being filled
Retail trade
Medzinárodná spoločnosť poskytujúca finančné služby
Medzinárodná spoločnosť poskytujúca finančné služby
Requirements for the employee
Candidates with education suit the position
University education (Master's degree)
Language skills
English - Upper intermediate (B2)
Experience in the position/sector
oddelenie služieb zákazníkom
Number of years of experience
5
Personality requirements and skills
- At least 5 years in Customer Service (experience of multi-lingual, multi-site operations management is an advantage)
Strong people manager (experienced in staff retention & motivation, skills development & trainings, recruitment etc.)
- Managerial experience in the B2C environment is desirable
- Experience of project management, improvement initiatives
- BPM / Operational excellence methodology experience
- Leadership and people management (min. team of 20)
- Flexibility, creativity and innovation, analytical thinking, reliability, responsibility
- Must be able to demonstrate successes and achievements in previous positions
Strong people manager (experienced in staff retention & motivation, skills development & trainings, recruitment etc.)
- Managerial experience in the B2C environment is desirable
- Experience of project management, improvement initiatives
- BPM / Operational excellence methodology experience
- Leadership and people management (min. team of 20)
- Flexibility, creativity and innovation, analytical thinking, reliability, responsibility
- Must be able to demonstrate successes and achievements in previous positions
Advertiser
Brief description of the company
The company is a holder of a licence to offer recruitment services.
The company is a holder of a licence to offer recruitment services.
The company is a holder of a licence to offer recruitment services.
Number of employees
3-4 employees
ID: 2199444
Dátum zverejnenia: 28.7.2015
2015-07-28
lokalita: Bratislava Pozícia: Call Centre Manager, Department Manager, Process Manager, Returns Department Manager Spoločnosť: BUSINESS ESSENTIALS spol. s r.o.