Candidatul ideal

Requirements:

Proven superior verbal and written communication skills (including business / professional writing) in English, ability to communicate adequately on all management levels
Minimum of 3-5 years’ experience and expertise in account management/coordination, service delivery management or similar function in BPO / customer service or similar business
Knowledge of service management and project delivery methodologies; Six Sigma, DMAIC preferred
Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high level of IT affinity
A motivated self-starter that can build relationships quickly
Outstanding leadership and management skills, with experience of managing technical support teams
Self-confident and assertive professional manner and poise
Working in a structured and self-reliant way; strong organizational, time management and prioritization skills
High client focus and quality standard
Excellent analytical skills, alert mind, strategic and tactical thinker with the ability to identify improvement opportunities to maximize ROI
Team Player, who stands open for feedback and criticism
Determination and ability to get things done; ability to work under pressure, collaborate across multiple regions, hands-on mentality and solution-oriented approach
Affinity for business financials; budgeting, forecasting, controlling
Ability to work in accordance to both her/his as well as her/his client’s company’s norms

Descrierea jobului

Main responsibilities

1. Set direction, align Ops and Quality: Accountable for aligned [Quality and operational KPIs] instructions and communications to their LOB(s)' team(s)

2. Cooperate closely with G/R/L Ops/QPT to define operational goals and performance objectives and set priorities for the LOB(s)

3. Set priorities within the LOB(s) and responsible for aligning operational and quality requirements

4. Regular alignment with Global Ops and accountable for LOB(s) specific implementation of agreements made between Account Management and client (ensure SOW compliance)

5. Supporting L-SDM(s) in ensuring the daily performance of all call center staff / target achievement with regards to quality and operational KPIs as well as all relevant supporting metrics in the designated business segment

6. Create a culture of continuous improvement (metrics) in the designated business segment(s)

7. Supporting L-SDM(s) effectively manage cost and revenue according to budget objectives and ensures appropriate headcount numbers / overhead to agent ratios are maintained (Contractual 1:20) for the designated LOB(s)

8. Represent LOB(s) in calls/meetings with the client – if and as required, e.g. represents overall service related information in WBR, MBR and QBR in alignment with G/R/L-QPT

9. SPOC for Global/Regional Ops team and, if requested, for the Client in regards to the designated business segment.

10. Conducts weekly meetings with L-SDM, L-Ops Manager and/or L-QPT

11. Streamline LOB specific escalations and ensure client requests are followed through in timely manner and in line with Majorel CM or Global Ops team

12. Ensure quality framework is deployed and aligned across all sites that support the designated LOB(s)

13. Ability to collect feedback from the team and deliver back to the management team after adapting level of detail, etc… WBR, MBR, QBR content and layout

14. Initiate and oversee corrective action(s) to meet targets: Identify areas of improvement and coordinate with L-SDM as well as all stakeholders to develop / implement action plans for the LOB(s)

15. Constantly support L-SDM(s) to improve quality, performance and efficiency of processes and services for the LOB(s)

16. WFM cycle overview for the LOB(s) - HC planning, forecasting, scheduling, reporting.

17. Supporting G-SDM/PM in formulating policies and aligning across LOB(s) and on developing long term strategies for the LOB(s) in anticipation of changing business conditions

Our offer:

Attractive rewards and additional performance based bonuses
Annual fixed bonuses
Full private medical insurance & discounted prices for the dependents of the employee
Child birth support
Online library access for passionate book readers
Various discounts for gym classes & other recreational activities
Free development training, for both personal and professional purpose, via our E-Learning platform
Multicultural and enthusiastic work environment
Lunch vouchers

Descrierea companiei

Majorel designs, delivers and differentiates customer experience on behalf of some of the world’s most respected companies. It provides classic customer communication as well as digital solutions such as social media and online communications, automated interaction and AI, analytics, self-service and other customer lifecycle solutions. The group has combined annual revenues of €1.2bn and over 500 clients globally across many industry sectors. It has more than 48,000 people in 28 countries worldwide, with market-leading positions in Europe, Middle East and Africa, while also having a strong presence in Asia and the Americas

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