Customer Service Manager

Customer Service Manager

What will you do?

• Manage and support assigned team leaders in establishing and defining best practices. Drive team members development activities

• Ensure the services provided by the team meet the requirements of the SLAs. Track the performance of processes and services delivered.

• Closely follow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or /and the team

• Ensure high level of satisfaction of services users, leverage all satisfaction surveys and employee experience scorecard to relentlessly identify and implement opportunities to improve satisfaction.

• Consolidate the service delivery platform for EMEA.

• Team management in Warsaw and functional management across the other EMEA hubs.

• Manage SLA and KPIs for delivered services.

• Be a support, enabler of any new digital opportunity and / or transformation project within the zone.

What will help you to be successful?

• Master degree in HR or Business Administration

• Fluent English + one European language (preferably French or Polish)

• 5 years of experience in team management in SSC/BPO organization

• Recognized experience in Management of a Call Center team

• Strong proficiency level in problem solving, change management, customer analytics, team leadership

• Passion for digital

What do we offer?

• Exciting job in an international company with a significant market share, with opportunities to lead and contribute to different projects & actions (e.g. CSR, charity, Employer Branding, Well-Being)

• Work in a diverse and supportive team of professionals. Do you want to get to know us better? Follow us on Facebook!

• Wide choice of benefits and working tools (sports card, lunch vouchers, medical care, life & group insurance, holidays & languages subsidiary)

• Operating according to LEAN methodology

• Possibility to use foreign languages and to collaborate with cross-region teams