Head of Customer Service Operations - Poznań , wielkopolskie
Head of Customer Service OperationsMiejsce pracy: Poznań
For our Client, new SSC in Poznań we are searching for Head of Sales Support Team.
As a Head of Sales Support Team you will be responsible for building the team of 100 FTE supporting local sales teams from the Europe. You will report directly to Head of SSC.
- Overall responsibility for managing the team, meeting customer expectations towards quality and costs and meeting – if not – exceeding customer satisfaction targets
- Manage Team Leads covering one or multiple markets
- Manage internal customers & report achievements against targets
- Develop and efficiencies and improvements within the organization
- Transition of new markets / countries into the SSC
- Support to build up local country sales back office processes in SSC
- Ensure readiness during transition from SSC side
- Strong experience in leading large SSCs/ BPOs team (> 12-15 years). Experience in a Customer Service field.
- Fluent English and Polish, good German - is a must.
- Leadership experience for > 50 employees
- Experience in process migration
- Ability to share a clear vision and inspire others
- Strategic mindset with proven, international stakeholder management expertise and good networking skills
- Strong track record of leading and coaching large teams
- Excellent people management skills
- Customer and quality centric mindset
- Solution focused – acts ‘customer first in perfect execution’
- Interesting professional challenges in a dynamic, fast paced organisation
- Opportunity for professional development in an international environment
- Friendly working atmosphere and open informal organizational culture
- Attractive remuneration and benefit package