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Retail Site Support Service Manager

Kelly Services Poland Sp. z o.o.

Kraków, małopolskie

Kelly Services Poland Sp. z o.o.
Kelly Services, founded by William R. Kelly in 1946, is an international workforce solutions provider for customers in a variety of industries in 40 countries. Kelly Services specializes in Recruitment Projects within IT, Finance, Accounting, Multi-Lingual, Sales and Marketing, Call Center, Engineering. In addition Kelly also offers an array of Consulting and Outsourcing services. Employment Agency No: 593
For one of our clients, we are currently looking for:

Retail Site Support Service Manager

Location: Kraków

          Responsibilities:

  • Manage a team of Customer Service Team Leaders in the end state organisation (line managers).
  • Ensure that all teams are compliant with HSSE policy
  • Key Delegations of authority from the Director O2C
  • Lead, motivate and develop team competencies and BSC capabilities
  • Hire, train, and manage team performance, create and implement objectives and development plans for direct reports
  • Ensure fundamental business processes are embedded and adhered to consistently throughout the BSC
  • Develop and maintain internal and external relationships regarding specific business issues
  • Analyse performance reports on a daily, weekly and monthly basis, interpret data to identify trends and implement operational improvement initiatives
  • Support the Director, O2C Lead and peers
  • Ensure that all processes are compliant with ISO accreditation
  • Manage deadlines and ensure that all activities that directly affect customer relationships or the output of the BSC are of the highest quality
  • Collaborate with Sales and Finance teams to ensure an efficient end to end service for the customer
  • Conduct continuous reviews and take actions to improve individual, team, and BSC performance
  • Perform work outside of normal office hours as required
  • Complete other duties as assigned

 

          Requirements:

 

  • Fluent English is a must
  • 3 - 5 years experience working in a BSC environment
  • Educated to Degree standard or equivalent
  • Experience managing teams in a BSC environment, with emphasis on experience managing call-driven workloads and achieving SLA’s for fax, email and correspondence
  • High Level of IT proficiency in Microsoft packages
  • Excellent written/oral communication skills and ability to build effective working relationships
  • Proactive people management skills that facilitate others to play to their strengths
  • Strong performance management skills with experience of managing both quantitative and qualitative targets and a track record of achieving goals
  • Exceptional time management and organisation skills
  • Willingness to relocate to Hungary is a must

 

          We offer:

  • An opportunity to work in one of the biggest shared service centres within dynamic and multinational team
  • Extensive trainings (in Poland and Hungary)
  • Attractive benefits package
  • Stable employment conditions based on full-time job contract
  • A yearly bonus based on individual performance

 

Please apply with the button below.
Kelly Services Poland Sp. z o.o.

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