18-09-2007 | EXPIRA LA 18-10-2007
Job expirat
1. Coordinate Team activities
-Recruit new team members
-Motivate team members
-Manage Team members and performance
-Ensure defined processes are adhered to
-Provide escalation support to CSR's agents and Supervisors
-Actively participate to Order Management reviews and business process planning
-Provide host management support structure within the Bucharest Operations Center
2. Set-up and Develop Customer Orientated Team
-Act as a role model for team members by demonstrating customer management know how
-Develop and implement Total Customer Experience initiatives within the team
-Ensure customer service goals and objectives are being met
3. Monitor business metrics
-Track activity indicators
-Launch actions to resolve operational issues
-Initiate business process improvement projects
-Analyze aged order metrics
-Analyze backlog and financial inventory
-Analyze aged invoice disputes
-Launch appropriate actions to solve potential quality issues
4. Process improvement
-Analyze root cause of process failures
-Collaborate with process owners on improvements
-Launch appropriate process improvements
-Work with process experts to implement selected activities
-Implement and measure new process implementations
5. Host Management
-Coordinate cross functional site activities
-Participate in site steering initiatives
-Implement site related HR and business practices
-Conduct cross-business process developments and activities
-Relationship management of staffing agencies
Education:
-Degree or Masters in Business or equivalent experience
Experience:
-5 + Years in Management
-Global or Pan-European business environment
-Remote or Host management business environment
-Order Management and Customer Service environment
Skills:
-Strong customer orientated attitude
-Efficient in stressful situations
-Excellent communication skills (written, verbal, presentation)
-Leadership, charisma
-Thoroughness
-Resourceful & inventive
-Ability to easily adapt to different situations
-Ability to manage priorities
-Ability to understand complex situations and make quick decisions
-Understanding of Information Systems
Language:
-English
-Romanian and additional European language would be an advantage
Please visit our website www.hp.com/go/jobs and apply online for this position Ref.no.: 164908
Five Years ago Hewlett Packard launched its Volume Direct business to deliver solutions and services directly from HP through a customized direct relationship with Corporate and Enterprise customers. Since then this business has been growing at a very rapid pace in both revenue generated, and number of customers served.
Reporting directly into the Global Corporate Direct Operations Director you will be responsible for the management of the Global Order Desk whose primary role is to provide customers with a single point of contact for order related enquiries. Activities of the team include: Order validation, backlog management, Logistics coordination and claim resolution. The team comprises of 50 Customer Service Representative located in our Global E-Business Centre in Bucharest, Romanian
In addition to this key function your responsibilities will include providing host management activities in support of our entire operations team in Bucharest which compromises of 200 employees.
