.. needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support! What You Will Do Provide high-quality virtual customer support through ticket systems (chat and email) and possibly phone Ensure low .. outros
Within your role, you will:Responsible of planning, organizing, implementing, continuously improving and efficiently coordinating all the activities of assigned projects.Generates and implements plans to improve the performance of the results and processesCoordinates the client communication process and takes part in escalating and resolving issuesEnsure maximizing revenue and margin at account level, accurate invoicingRegularly checks the usefulness and effectiveness of the rules, procedures, established workflows, defined processesWork closely in the recruitment process for new employees in crucial roles within the company or externallyProvide weekly, monthly and quarterly business reviews where you can provide insights on successes and opportunities found across the board.Work closely with our client’s management team on providing and receiving feedback and direction towards performance.Able to resolve escalated scenarios coming from our clientTrack emerging trends in outsourcing and client’s industry to ensure process improvementMust be comfortable addressing C-suite executives as well as coordinating operations managersNeed to have a strategic perspective that goes beyond short-term gainsDemonstrate value-based sellingMust be able to juggle multiple clients, delegate and manage assignments, and keep strategic account plans on track What will make you successful for the role: C1 level of English, both written & spokenMin. 5 years of operational management experience in total, at least 3 years management background in BPO sector (client management experience preferred)Experience in managing large teams of 300+Excellent problem-solving and critical-thinking skillsGood attention to detailSolid knowledge of industry standards and practicesAbility to create and implement new policies and procedures to increase efficiency and qualityProven proactive team-and client management approachStrong leadership and negotiation skillsStrong presentation skillsProficiency with Microsoft Office applications, especially in Excel and Power PointStrong analytical skills, understanding complex reporting and data transformations from multiple sourcesProven quality-driven performanceKnowledge of continuous improvement methodology, such as Lean Six Sigma or Kaizen preferably. Sounds good? Find out what you can get: Competitive salary package & meal vouchersThe opportunity to work in a multi-cultural environmentFlexible working schedule Private medical insuranceAccess to Multisport cardLearning programs for your developmentWellness activities for your wellbeing