Nr Ref.: 1023261
The Successful Candidate will lead the process into operational growth through the maximization of revenue, profitability and resource utilization through managing Process, People, Metrics & Client relationships. Specifically you will ensure Service Level Agreements (SLAs) for the process are met as agreed upon with the client and identify causes for non-achievement of SLAs, develop solutions and execute them. You will also Review and analyze performance reports against targets on a weekly/monthly basis with Team Leaders and with the client to investigate causes for performance deviations. Furthermore, you will be responsible for ensuring process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc. Your duties will also include managing the performance of individual teams through performance management, career planning strategies and sharing of best practices. Moreover, you will be responsible for attrition management and arranging for backfills on a timely basis. You will work closely with HR to ensure high employee morale and retention initiatives and conduct skip level meetings at regular intervals to address concerns. Last but not least, you will be responsible for staff performance, compensation and rewards & recognition programs.
As ideal Candidate you are a University Graduate and hold minimum 5 years of work experience in BPO/Call Centre. You have to be an excellent English speaker, the knowledge of another European language will be a great asset. Also, you have to possess team handling skills and be familiar with Windows and MS Office. Last but not least, you have to demonstrate excellent interpersonal skills and be an experienced database manager.
Our Clientoffers you the unique opportunity to develop professionally in a multinational environment, as well as a challenging job in an international organization, competitive salary and benefit package.
In order to participate in this recruitment project, please send us your CV.
In your application please include the following statement: "I hereby authorize you to process my personal data included in my job application for the needs of the recruitment process (in accordance with the Personnel Protection Act 29.08.1997 no 133 position 883)".