Job expirat
Would you consider yourself a well-rounded and experienced Call Centre Operations Manager?
Are you looking for a challenging position that will draw upon your already well developed Operations skills and experience?
Xerox might just be the place for your next exciting adventure. You will join a dynamic team who has a significant impact on how our business meets its goals and objectives and will be exposed to a multi cultured and enlightened global organization.
Due to recent growth we have an immediate opportunity for experienced Senior Operations Manager to join our growing business working with an industry leading brand. The Senior Operations Manager is responsible for the translation of strategic and tactical objectives into operational activities, to meet key performance indicators. Demonstrating Leadership in terms of delivering results and the impact of the culture of the teams while creating long lasting and effective relationship with clients.
The Senior Operations Manager reviews objectives to determine success of operation. Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.
The Senior Operations Manager plans, manages, and controls the day-to day activities of a team of TL’s, agents, trainers that provides operational support for a business unit or group in a non-manufacturing environment. May perform one or more of the following:
Establishes operational objectives and work plans, and delegates assignments to subordinate managers;
Leads a team of Team leaders, trainers, agents;
Directs and/or manages all activities associated with Customer Care Operations;
Responsible for achieving measurable results on time and on budget;
Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals;
Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives;
Prepares related reports and audits current procedures to monitor efficiency of operations;
Interact and be successful in a metric organization (shared services like Recruiting, HR, Accounting);
Ensures that business practices are performed in accordance with Xerox policy, procedure and applicable federal, state, and local laws and regulations.
You must be fluent in German and English (any another European language would be a plus).
Experience of working for a contact center BPO whose functions include, email and live web chat in addition to traditional voice would be an advantage;
Experience of interpreting operational data and its effect on customer service;
Commercial awareness and successful financial /budget management;
A professional management style and a natural leader who is able to motivate people;
Process driven – ensure processes remain up-to-date and remove defects that create waste;
Self motivated with a will to succeed;
Track record of driving transformational change across boundaries & change management functions;
Expertise in cutting edge operational methodologies;
Passionate and strong advocate of continually enhancing the customer experience;
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
