Job expirat
PRINCIPAL RESPONSIBILITIES
Coaching and Counseling
• Follow the performance management process, providing performance appraisals, and providing coaching, training, and development for team members.
• Develops team and individual technical capability necessary to maximize support service delivery process.
• Ensures effective and consistent deployment of Center’s standard operating procedures and quality management systems.
• Ensures training and development is effective and deployed appropriately including necessary cross training.
• Conducts regular one-on-one sessions with employees to go over scorecard performance and retrieve employee input in regards to barriers and job needs.
Customer Response and Satisfaction
• Responsible for ensuring that Center databases have accurate and updated information
• Acts as focal point/liaison for customer inquiries and escalated issues; and takes appropriate action to respond or correct
• Ensures all customer-required processes and reports are appropriately delivered by team.
• Determines manpower scheduling and planning to ensure service levels are met by their team and the Center.
• Reviews real-time metrics and makes job assignment changes where necessary to meet goals
• Works closely with other leaders to gain and provide assistance where needed to meet all requirements of the Center
• Assists on the front line when appropriate.
Continuous Improvement
• Provides regular scorecard ratings for team members
• Utilizes Standardized Work format in process development.
• Participates as appropriate during continuous improvement sessions.
• Encourages the team to provide continuous improvement input.
Team Work
• Coordinates work with other Center leaders to ensure appropriate completion of Center goals.
• Follows identified change management processes to ensure effective document control.
• May be required to assist in covering weekend shift leader schedule rotation
• Maintains functional knowledge of after-hours processes and cross functional processes to be able to assist in all facets as required
• Assists Center Manager with assigned special projects as identified.
• Participates in local field meetings where appropriate to ensure effective teaming
Project Management
• Identify propose and implement improvement initiatives as projects.
• Ensure follow-up and timely delivery of projects.
• Work across many teams within center for cross functional projects implementation
Misc
• Ensures team personnel adhere to all company policies through appropriate training and addressing of issues
• Accountable for all required quality management system activities.
KNOWLEDGE, SKILLS AND ABILITIES
Education level and/or relevant experience(s)
• Bachelor degree in a commercial or technical discipline
• At least 3 years experience in a customer service leadership position preferable in Multilingual and multicultural environment
Knowledge and skills
• Demonstrated ability to lead and manage a team
• Aptitude towards process/systems, speed, cost, quality, customer value creation and results
• Cognitive skills, analytical and problem solving skills, as well as the ability to provide sound reliable judgment in complex situations.
• Operational planning and execution skills.
• Excellent verbal and written communication skills
• Excellent time management and organizational skills
• Leadership skills including conflict resolution; ability to foster teaming; ability to motivate; build high performance and cross functional teams and encourage accountability; ability to foster learning; highly developed communication skills
• Interpersonal skills; including ability to quickly establish and maintain rapport at all levels; sensitivity
• Ability to work collaboratively in a matrix team environment with a win-win orientation.
• Strong customer relationship management and negotiation skills
Other desired requirements
• Exceptional English Language skills as well as a minimum of one other European language (German, Spanish, Italian or French)
• Exposure to Six Sigma tools and processes
Agentia HR CONSULTING ofera servicii in domeniul managementului si dezvoltarii resurselor umane, adaptate nevoilor specifice ale clientilor.