Senior Customer Service Manager (m/f)
For our Client we are looking for an experienced Senior Customer Operations Manager who will be responsible for leading and developing customer support operations within the Center of Excellence. The main goal of this role is to ensure the right organization and processes are in place. This will be a leadership role with a heavy focus on people as well as performance management and continuous process improvement. The role will be based in the Krakow Center of Excellence.
Client Details
Our Client is an international organization that has an ambition to grow up reaching the top position in its sector of professional services. The Center of Excellence located in Krakow is the first center in Europe supporting business units across Central Europe.Their main goal is to provide service excellence for their community in the region of EMEA.
Description
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Leading and developing customer service operations within the Center of Excellence
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Full responsibility for process management (delivering on agreed KPIs for productivity, quality and customer experience, performance management and continuous process improvement)
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Building and running effective, scalable support operations for company's lines of business
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Recommending and implementing ideas for improvements
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Acting as a Leader of a large and growing team
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Acting as a Change Agent to lead those changes in the Organisation both from people and process standpoint
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Interacting and collaborating with teams from the different
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Building strong relationship with stakeholders
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Act as part of the CoE Leadership team, you will take part in building and running global support center that delivers world-class service to the community.
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Propose, develop and implement systems, programs and processes that strengthen the foundation of the CoE.
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Reporting directly to the Head of the Center
Profile
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Minimum 5 years of professional experience in managing customer service operations, preferably in Center of Excellence
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Professional experience gained in international environment
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Strong people management experience
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Significant experience in process improvement in a global organisation
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Excellent written and verbal English skills
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Outstanding commitment, reliability, flexibility and ability to work in a team
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Independent and goal-oriented working style, ability to meet deadlines, prioritise work and handle pressure,
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High customer-orientation
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Excellent communication, partner to senior management
Job Offer
- Base salary + bonus
- Private medical health-care
- Lunch card
- Wellness reimbursement
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Telephone and transportation allowance
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Life insurance
Location: Kraków
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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