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It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role: This is a strategic role with responsibility for operational delivery of client accounts. The key areas for delivery are achievement of client SLAs, productivity; quality, profitability and employee engagement targets, providing leadership in areas of business improvement and account development.

Responsibilities

Ø Line management of business managers, ensuring SLA delivery against productivity, quality and employee engagement targets across accounts, delivering operational excellence

Ø Ensuring visibility of operational performance within wider Concentrix community

Ø Delivering value to all Concentrix customers

Ø Ensure retention and deliver growth of existing Concentrix customers

Ø Succession planning and mentoring

Ø Providing leadership within the operational team

Ø Build a successful, cohesive and empowered team

Ø Own and drive strategic initiatives

Ø Effectively manage all resources to deliver on corporate objectives/ SLA’s

Ø Create a culture of employee engagement and continuous improvement

Ø Financial management – control of operational budget plus delivery of revenue and profit targets

Ø Develop and maintain ongoing relationships with clients

Ø Effectively communicates key messages

Ø Leads by example, demonstrating innovation and commitment to improvement

Essential Criteria

Ø Minimum of 2 years contact centre management experience

Ø Fluent in German spoken and written (C1 or higher)

Ø Excellent communication skills; demonstrated both verbally and in written form

Ø Proven ability to build strong working relationships with stakeholders at all levels; within and external to Concentrix

Ø Well developed influencing and negotiation skills

Ø Highly numerate with a strong ability to interpret and analyse data

Ø Passionate and enthusiastic about providing world class customer service with a real desire to make a difference

Ø Ready to take ownership of own projects and able to motivate others to ensure successful completion

Ø Problem solving skills

Ø Able to work under pressure to achieve deadlines

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Nivel de vechime

Asociat

Tip de angajare

Full-time

Ocupație

Management

Sectoare de activitate

Tehnologia informației și servicii informatice

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