Álláskeresés

Customer Service Operations Manager - UK

About the company
Our client is a European Business Service Centre (BSC) in Budapest.

Key accountabilities

• Manage a team of 12 Customer Service Representative (CSRs)
• Lead, motivate and develop team competencies and BSC capabilities
• Hire, train, and manage team performance, create and implement objectives and development plans for direct reports
• Manage the team's workflow and ensure that fundamental Order to Cash processes and Service processes are embedded and adhered to consistently throughout the BSC
• Develop and maintain internal and external relationships regarding specific business issues
• Develop and monitor the team's performance efficiency and automation e.g. using Siebel, SAP and other bespoke BSC applications
• Analyze performance reports on a daily, weekly and monthly basis, interpret data to identify trends and implement operational improvement initiatives

Essential criteria & qualifications

• Strong people & performance management skills
• Educated to Degree level or equivalent
• 3-5 years experience in managing a team in a CSC (or customer service environment)
• High Level of IT proficiency in Microsoft packages
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organization skills
• Excellent  English skills in speaking and writing

All candidates will have the following abilities:

• Able to meet tight deadlines for both internal and external customers
• Able to consistently review and adapt approach and style to meet ever changing requirements
• Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met.
• Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimize potential problems
• Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
• Able to develop people and the organization

Desirable criteria & qualifications

• Experience of working in a customer focused business to business environment
• Sound understanding of internal and external customer needs

If you are interested in the position, please send your application to ssc@profipower.hu! For more information about the position please contact Iván Kolb. Phone:  + 36 1 487 5050