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Head of Customer Care

Michael Page

Warsaw, mazowieckie

Michael Page Michael Page

Head of Customer Care

Multinational telecommunications company.

Development and implementation of customer care strategies.

Direct Cooperation with Management Board

Client Details

Our Client a multinational telecommunications company, leader in its sector.

Description

  • Development and implementation of customer care strategies.
  • Operating management (customer service via outbound, inbound and digital).
  • Integrating the Customer Care initiatives with the existing field sales structures.
  • Responsibility for budget, KPIs and the achievement of sales, effectiveness and quality goals.
  • Setting up and developing Service Level Agreement (KPI & targets).
  • Working across the organisation to improve performance and deliver a world class customer experience.
  • Constantly reviewing and measuring the customer journey and the strategy towards it.
  • Managing the team, setting up goals, motivating, measuring the progress and setting up carrier path of the employees.
  • Setting up and developing the improvement focused culture.
  • Supervising product training, processes and quality of team performance.
  • Planning and implementation of activities facilitating the achievement of customer care targets.
  • Participating in international meetings and workshops aiming at the improvement of customer service quality.

Profile

  • 10+ years of professional experience as Customer Care Senior Manager or Director.
  • Experience in both operational and strategic activities related to Customer Care, Contact Centre operations.
  • Experience in on of following sectors: baking, telecommunications, insurance, finance, or energy (B2C).
  • Master's degree
  • Fluency in English and Polish
  • Experience in managing a 200+ FTE's teams in Customer Care or Contact Centre (both inbound and outbound).

Job Offer

Challenging role in international environment. Possibility to work in cross countries project teams.

Please apply via the button on the right side of this job offer.
Michael Page Michael Page

Job details

Location: Warsaw
Contract type: Na czas nieokreślony

About Michael Page

Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers.

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