Od ponad 30 lat reprezentujemy wiodących pracodawców na rynku europejskim, prowadząc kompleksowe projekty poszukiwań menedżerów i wyspecjalizowanej kadry, wdrażając najnowsze rozwiązania z obszaru usług IT oraz wspierając w budowaniu wizerunku pracodawcy z wyboru.
Nasze biura zlokalizowane są w Warszawie, Wrocławiu, Poznaniu, Katowicach oraz Monachium, Frankfurcie, Pradze i Hradec Kralove.
Customer Service Manager
Lokalizacja: WarsawCustomer Service Manager
What will you do?
• Manage and support assigned team leaders in establishing and defining best practices. Drive team members development activities
• Ensure the services provided by the team meet the requirements of the SLAs. Track the performance of processes and services delivered.
• Closely follow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or /and the team
• Ensure high level of satisfaction of services users, leverage all satisfaction surveys and employee experience scorecard to relentlessly identify and implement opportunities to improve satisfaction.
• Consolidate the service delivery platform for EMEA.
• Team management in Warsaw and functional management across the other EMEA hubs.
• Manage SLA and KPIs for delivered services.
• Be a support, enabler of any new digital opportunity and / or transformation project within the zone.
What will help you to be successful?
• Master degree in HR or Business Administration
• Fluent English + one European language (preferably French or Polish)
• 5 years of experience in team management in SSC/BPO organization
• Recognized experience in Management of a Call Center team
• Strong proficiency level in problem solving, change management, customer analytics, team leadership
• Passion for digital
What do we offer?
• Exciting job in an international company with a significant market share, with opportunities to lead and contribute to different projects & actions (e.g. CSR, charity, Employer Branding, Well-Being)
• Work in a diverse and supportive team of professionals. Do you want to get to know us better? Follow us on Facebook!
• Wide choice of benefits and working tools (sports card, lunch vouchers, medical care, life & group insurance, holidays & languages subsidiary)
• Operating according to LEAN methodology
• Possibility to use foreign languages and to collaborate with cross-region teams
