Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Operations Management
- Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
- Maintain a close working relation with Technology Department to ensure systems stability and smooth operations
- Identify improvement opportunities within workflow, productivity and procedures
- Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions
- Manage the relation with WFM (Workforce Management) for an optimum utilization of resources
- Analyze data to inform operational decisions or activities
- Analyze financial records to improve efficiency
- Direct organizational operations, projects, or services
People Management
- Set SMART goals and targets for the planning teams, ensure its alignment and integrity with strategic directions of the departments
- Set and supervise development plans for teams & individuals
- Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
- Manage team attrition to acceptable levels
- Communicate company, department & unit objectives to ensure proper understanding of the end-end role
- Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources
- Maintain team technical proficiency and productivity, and provide technical training when required
- Identify required resources and skill sets/competencies required to successfully carry out unit plans
- Balance and monitor the work-load distribution to match with the business needs and team capabilities
- Provide formal and informal performance feedback on an ongoing basis
Customer Management & Support
- Use all available measures to push continuous improvement to high customer satisfaction levels
- Map operation processes to customer satisfaction indicators
- Ensure operation is compliant with regulatory requirements, check periodically for updates
Job Requirements
- Fluency in German or French is a MUST
- Call Center experience is a MUST
Core Competencies:
Communication
- Conveys information clearly and effectively both written and verbal
- Listens actively and effectively
- Provides feedback to staff, managers and colleagues
Interpersonal Skills & Teamwork
- Motivates and reinforces teamwork
- Develops rapport and trust
Professional & Technical Excellence
- Has a sound knowledge of the client product
- Portrays a professional image to the client and to the team
Staff Management & Development
- Provides quality, ongoing feedback and required training
- Gains trust and respect from staff
Working to Objectives, Planning and Organizing
- Focusing on key objectives
- Prioritizing own workload and managing staff effectively
Client Focus
- Maintains an in depth knowledge of the client’s product
- Ensures the attainment of client Service Level Agreements
