Job expirat
- Manage and motivate team members growing up to 250 - 300 FTEs.
- Providing performance analysis as required to the Senior Management team focusing on Service level results and KPI’s as agreed with the Vendor Manager
- Plan, forecast and report on the function’s performance as required; providing status and performance reports to agreed deadlines; providing client reports to agreed SLA’s.
- Working closely with the Senior Management team, and direct reports to develop a continuous improvement ethos which focuses on improving procedures, efficiency, and quality
- Share knowledge keeping colleagues informed of progress and to respond to enquiries within your remit.
- Build positive relationships with clients to promote ongoing business relationship.
- Demonstrate the organizations core vision and values by leading by example.
This exciting and expanding business is currently seeking a Call Centre Operations Manager with an excellent grasp of business structured environment and the ability to utilize their management skills along with their business acumen to assist in the continual growth of this organization.
This inbound, outbound and back office environment is looking to give the successful applicant the autonomy to grow and build a successful business model which runs at a high level and operates in a smooth administrative department.
IDEAL CANDIDATE:
- 3-5 years professional experience in the management of inbound, outbound or back office projects in call centers (preferably with an international company)
- Fluent in spoken & written English; another language would be considered a plus Entrepreneurial business approach & self motivation
Strong personality & social skills
- Up to date with latest communication services
- Able to work in shifts (afternoon and night shifts available)
- University degree is an advantage
KNOWLEDGE AND EXPERIENCE
- Contact Centre Management – small to mid-sized or large
- Inbound and Outbound Experience required
- Back Office or second line support, dealing with administration work-streams and fulfillment
- Managing multiple channel contacts and work-streams
- Change Management
- Understanding of KPI and SLA performance management
- Strong People Management skills
-First rate Customer Service skills
- Proactive with a “Can do” attitude
- Excellent career progression
- Attractive Salary and Bonus - Benefits Package available
Computer Generated Solutions (CGS) is a leading provider of information technology services and software to businesses and government agencies worldwide, known for delivering expert, cross-industry solutions across multiple platforms. Since 1984, CGS has helped companies leverage information technology to gain the competitive edge.
NEXT STEP
To register your interest in this exciting opportunity please forward your current CV by email to monica.peet@cgsinc.ro.
Candidates with suitable experience will be contacted shortly after.
