Cpl Jobs is a part of the larger European recruitment and HR services group, Cpl Resources. We help the greatest talents to develop their careers and enable leading companies on the Polish and European market to find the best professionals.
For an international organization – one of the leading providers in enterprise software development, we are currently looking for a candidates to for a position of Site Director/Site Managing Director.
Our respectful Client has decided to invest in Poland and develop a large scale operations, (Development Centre), in order to expand portfolio of its products and services. Confirmed investment plans created a need to recruit a senior manager who can help with organisation growth as well as company leadership & management.
The Company is a global cloud-focused business software and services company that services public sector and large commercial organizations to incorporate change quickly and cost effectively.
Head of Shared Service Center
Objectives:
- Take the overall responsibility for the successful operation of a centralized Customer Support Centre including tools, processes and people
- Build a cohesive team that provides consistent Support to the company’s global client base via a centralized operation based in Wroclaw and local specialist teams in country
- Drive the centralized operation resources to deliver best in class Customer Support
- Ensure that all Centralized Support Centre daily/weekly/monthly/ KPI targets are achieved/exceeded, including Customer Satisfaction, Customer Attrition, and Revenue targets
- Manage Customer Support Centre infrastructure
- Be loyal to the company’s guidelines, strategy and vision,
- Be a visible and caring leader in the organization,
- Contribute to a good and positive co-operation and work environment both internal and external ,
- Make sure that the company follows local laws and guidelines.
Requirements:
- University degree in engineering or equivalent is required
- Proven track-record in leading a complex pan EMEA/Global Customer Support Centre operation specializing in Technical Support Services
- The ideal candidate must have strong project and leadership attributes, people development experience, deep understanding of the various project methodologies modes of operational delivery across an pan EMEA/Global Geo
- Experience in having managed projects and project teams in an Customer facing support centre function is highly desirable
- Demonstrated ability to establish and maintain effective relationships and partnerships with key stakeholders
- Demonstrated experience in leading and managing complex projects that are strategic in nature and national in scope
- Experience in a matrix management organization is preferred
- Experience in setting up best practices for support
- 10+ years of experience in Support or Integration leadership roles is preferred
- Experience in Project Management and Software Development is relevant
- Fluency in English and Polish.
Our Client offers a very competitive salary package for this role!
For more information please contact us by sending your resume and motivation letter to this email address agnieszka.jurkowska@cpljobs.pl