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.
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.
More
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.
More
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