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Manager of Customer Service Team
Randstad, s. r. o.
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Start date
ASAP
ASAP
Wage (gross)
By agreement
By agreement
Information about the position
Job description, responsibilities and duties
Are you looking for a job on the position Customer Service Manager in Bratislava? Do you have active knowledge of English, experience in leading team at least 20 people? Let us know about you today!
Your main responsibilities will be:
- Managing and developing a Customer Service team of 50+ and outsource partner
- Ensuring the Customer Service function is developed and linked to the company strategy
- Delivering the SLA and KPIs within budget
- Working with HR ensuring we have a best in class recruitment, selection and retention methods in place
- 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 (visual management, team meetings/briefings etc.) so all team members are aware of performance, service developments, company strategy
- Ownership of KPI and daily reporting package maintenance incl. NPS and customer satisfaction
- Running statistical analysis to highlight areas for the business to improve
- Reviewing current customer service offerings and look at best practice and efficiency gains
- Dealing with the system vendor to ensure user, reporting and control requirements are implemented
Customer service Manager will cooperate with customer service team and centralise services team. You will have the responsibility for managing and developing a multi-language and global customer base operation.
Ideal candidate must be able to demonstrate successes and achievements in previous positions.
Your main responsibilities will be:
- Managing and developing a Customer Service team of 50+ and outsource partner
- Ensuring the Customer Service function is developed and linked to the company strategy
- Delivering the SLA and KPIs within budget
- Working with HR ensuring we have a best in class recruitment, selection and retention methods in place
- 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 (visual management, team meetings/briefings etc.) so all team members are aware of performance, service developments, company strategy
- Ownership of KPI and daily reporting package maintenance incl. NPS and customer satisfaction
- Running statistical analysis to highlight areas for the business to improve
- Reviewing current customer service offerings and look at best practice and efficiency gains
- Dealing with the system vendor to ensure user, reporting and control requirements are implemented
Customer service Manager will cooperate with customer service team and centralise services team. You will have the responsibility for managing and developing a multi-language and global customer base operation.
Ideal candidate must be able to demonstrate successes and achievements in previous positions.
Employee perks, benefits
- parking place
- laptop, mobile
- other benefits of our client
- laptop, mobile
- other benefits of our client
Information about the selection process
Thank you for your interest in the job. We will contact only selected candidates fulfilling the criteria. Thank you for understanding!
Company on whose behalf the position is being filled
Other unlisted areas
Our client is a company operating in the field of VAT recovery
Our client is a company operating in the field of VAT recovery
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Advanced (C1)
Driving licence
B
Number of years of experience
5
Personality requirements and skills
- At least 5 years in Customer Service Manager position
- Strong people manager
- Managerial experience in the B2C environment is desirable
- Experience of project management, improvement initiatives
- BPM / Operational excellence methodology experience
- Active knowledge of English language
- Leadership and people management
- Flexibility, creativity and innovation, reliability, responsibility
- Analytical thinking
- Strong people manager
- Managerial experience in the B2C environment is desirable
- Experience of project management, improvement initiatives
- BPM / Operational excellence methodology experience
- Active knowledge of English language
- Leadership and people management
- Flexibility, creativity and innovation, reliability, responsibility
- Analytical thinking
Advertiser
Brief description of the company
Randstad je druhým najväčším poskytovateľom personálnych služieb na svete. Ako súčasť tejto veľkej skupiny sme schopní poskytovať komplexné služby v oblasti riadenia ľudských zdrojov a ponúknuť možnosť medzinárodného vyhľadávania pracovníkov v sieti 5 400 pobočiek v 53 krajinách sveta. Našim klientom, slovenským a medzinárodným spoločnostiam, vyhľadávame pracovníkov na dočasné a stále pracovné úväzky, organizujeme kurzy a školenia zamerané na zvyšovanie výkonnosti jednotlivcov a skupín.
Spoločnosť je držiteľ povolenia na sprostredkovanie práce (AA/2006/1320/6519 368 ).
The company is a holder of a licence to offer recruitment services.
Spoločnosť je držiteľ povolenia na sprostredkovanie práce (AA/2006/1320/6519 368 ).
The company is a holder of a licence to offer recruitment services.
Number of employees
10-19 employees
ID: 2122073
Dátum zverejnenia: 28.5.2015
2015-05-28
lokalita: Bratislava Pozícia: Call Centre Manager, HR Manager, Process Manager, Product Manager, Regional / Area Manager Spoločnosť: Randstad, s. r. o.
Základná zložka mzdy (brutto) a ďalšie odmeny: By agreement