Customer Service Team Manager (a new global position)

Location
Warszawa
Salary
Competitive salary + benefits
Posted
25 Oct 2021
Closes
22 Nov 2021
Ref
/236/10/2021/MZ
Contract type
Permanent
Hours
Full time
Experience level
Manager
Responsibilities:
  • Manage day to day operations across aligned teams, ensuring defined SLAs are met
  • Guide and support the Team Leads (4 direct reports - Team Leaders) to efficiently manage operations and resources. Coach, develop and motivate team members (accountable for the successful completion of training of all direct reports and indirect reports)
  • Work with the Director around process analysis, design/redesign of processes to ensure that they are customer and client focused, consistent, effective and efficient and in compliance with standards
  • Support to the Business Operations in developing and managing all deliverables needed to establish new teams (project plan/timeline, action logs, meeting notes, hiring, process/ procedures etc.)
  • Address escalations timely and with professionalism with a customer mindset
  • Work with functional leadership and IT to implement the contact center technology
  • Identify opportunities to process improvement (e.g. to reduce cost while providing consistent level of support). Work with stakeholders to ensure day to day operations and for additional projects including transitions, new client on boarding, process enhancement, automation etc.

Requirements:

  • University degree
  • Proven track of professional experience in the area of Customer Service / Contact Centre in an international environment (preferably 7+ years)
  • At least a few years of team leading / managerial experience in the Customer Service department (preferably 4+ years)
  • Fluent English (C1 level)
  • Experience in process management/project management is desirable
  • Excellent communication, presentation, problem solving, organisational and relationship building skills

The Offer:

  • Interesting career in the new SSC/BPO structure
  • Various development opportunities in a dynamic global environment
  • Responsibility for services on an international scale
  • Coordination of transitions of business processes within Customer Service
  • Adequate salary with benefit package
  • Office located close to the city centre - regular work in the office where the pandemic situation stabilises (in the beginning a fully remote position)
For further information, and to apply, please visit our website via the “Apply” button below.

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