Regional Head of Customer Service
Destinations of the World
Iasi, Romania
4 zile în urmă

This role will be based in Targus Mures (TGM), Romania Job Purpose Responsible for all aspects related to the European Customer Service centres acting as the interface with internal and external stakeholders /

Deliver business results through dynamic leadership of teams, building Customer and Supplier relationships to achieve sustained and profitable growth /

Key ResponsibilitiesInitiate, implement and drive initiatives that will raise standards of work and improve profitability and service levels to Customers and SuppliersWork closely with the GDCS to design where needed, and ensure that the European Customer Service Function delivers its SLA’s and KPI’s Ensure operational excellence, synergizing resources, skills, knowledge, and capacities to meet business requirements Develop and monitor benchmark standards working closely with the GDCS in order to improve customer satisfaction and overall service levels Develop the ability and skills of the Customer Service team to deliver excellent Customer Service Identify opportunities to improve efficiency through technology, process improvement or restructuring, etc and discuss with GDCS for approval Work closely with Sales, Contracting and Product Loading teams be able to demonstrate commercial astuteness with these stakeholders in order to drive efficiency in the working relationship To work with the Global Director and COO in the short and long term planning of the group including leading and overseeing business projects To build, develop and maintain strategic relationships with key external stakeholders including key clients and suppliers, trade bodies, competitors and others To ensure effective communications exist so that key messages are communicated appropriately to advise, inspire and motivate colleagues and other key stakeholder groups Forecast and plan to ensure necessary staffing levels to support customer demand Develop and retain key staff to support stable and consistent service levels Motivate, coach and develop teams and individuals to maximise potential Implement call observations to monitor overall employee performance Monitor and evaluate performance, analyse variances, perform process improvement audits and develop and drive action plans to achieve optimal results Analyse, identify root cause, and develop corrective action plans Establish meaningful performance reporting framework aligned with requirements of key internal and external stakeholders Level of Financial ResponsibilityResponsible for the creation of and management within cost, of the European Customer Service staff cost and headcount budget /

Level of Management Responsibility Direct line management responsibility for senior team members within the European Customer Service function /

Overall management responsibility and accountability for all European Customer Service employees /

Person SpecificationESSENTIALExtensive travel sector specific experience Experience of managing cross-border, multi-lingual Customer Service centre operations in the Travel and Tourism industry of at least three years Demonstrable experience of operating at a Senior Management level Experience in scaling an organization Willingness to travel up to 50% of the time Solid knowledge of the latest technology solutions used in Customer Service Excellent People Management in a multicultural environment Proven track record of successful implementation of quality management systems in Customer Service centres and maintain quality certification over time COPC certified or equivalent Proven ability to work at both strategic and tactical level

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