Customer Service Manager

Job Responsibilities:

• Responsible for the planning and steering of the organization with delegated authority by the Senior Operations Manager and in close cooperation with the central Performance & Planning unit.
• Provides high level support on market performance and analysis and the development of both immediate/short term and strategic solutions to optimize service delivery.
• Responsible for directing the performance of Team Leaders so as to ensure the consistent and stable delivery of time efficient and productive people outputs across the organization. This includes, but not limited to, the provision of performance planning, coaching, feedback and the identification of training needs.
• Oversees the provision of local workforce management support and services for the organization
• Analyses performance and quality delivery relative to applicable objectives and indicators and drives the establishment of necessary measures for improvement where needed.
• Establishes appropriate controls to ensure accurate and timely reporting and effective performance/service analysis for both the organization and operative personnel.
• In close cooperation with central IT unit, safeguards technical service delivery and system/functional reliability across the organization.
• Engages in pro-active dialogue with leadership personnel regarding staffing issues, such as attrition, that may affect the organization’s ability to achieve its goals and coordinates the development and implementation of appropriate action plans as required.
• Supports in preparation and implementation of strategic plans to secure long term success and the attainment of LIT objectives.
• Assumes responsibility for the coordination of new business initiatives across the local organization together with Business Development or Product & Process Team.
• Leads the development and implementation of activities and initiatives to strengthen people and performance in periods of irregularity in close cooperation with Steering Board.
• Works closely with the Senior Operations Manager to ensure overall development + growth of the (local) organization including the meeting of service agreements and contractual requirements.
• Performs other duties consistent with the position.

Qualifications:

• Proven experience in managing service delivery in a service center operations and detailed knowledge of service center processes and technological capabilities.
• Demonstrated leadership experience with including people management & development.
• Substantial and broad experience with the implementation of change management.
• Project management experience and the ability to drive project outcomes from end to end.
• Proficiency in English.
• Willingness to work night shifts.
• Highly developed leadership and people management skills with the ability to direct/coach and support people to achieve required outcomes.
• Expert change management skills and the ability to drive change across complex staffing populations.
• Strategic thinking and planning skills and a results driven approach.
• Excellent written communication skills, including the ability to write non-standard correspondence and reports.
• Excellent verbal communication skills, including the ability to deal effectively with a wide range of internal and external customers.
• Excellent internal customer service and interpersonal skills and the ability to maintain constructive working relationships across the organization both locally and in partner offices worldwide.
• Excellent advisory skills and the ability to make decisions based on sound judgment.
• Proven ability to work well under pressure and to tight time frames.
• Excellent attention to detail and high level analytical skill.
• Well developed organizational and time management skills.
• Well developed problem solving skills.
• Excellent negotiation, coaching and conflict resolution skills.
• Strong empathy and sensitivity toward people issues.
• Ability to work independently and as part of a team.
• High level of integrity and confidentiality.