For our Client, international company focus on Language Services and Marketing & Corporate Publishing, currently we are looking for candidates for a position of:
Customer Service Team Leader
Kraków
Nr ref.: 6142
Requirements:
- University degree
- A least 5 years’ experience in project management or in similar roles/ businesses
- 1 to 3 years’ experience in a supervisory or first level management role
- Demonstrated in-depth experience in operational service/ project management processes and methodologies, preferably related to Language Services
- Language skills: excellent knowledge of English and German
- Good working knowledge of Ms Office applications
- Strong organization skills in order to meet tight deadlines and organize heavy workloads or complex project situations
- Strong leadership and organisational skills, ability to manage teams effectively, mentor and encourages skill development of team members
- Demonstrated ability to work in virtual teams, influence decisions and constructively support other parts of the company
Responsibilities:
- Operational team management, from 5 to 25 people depending on customer mix
- development and coaching, workload balancing, attendance, input to performance management
- Execution of service quality plan (SQP)
- Process execution, improvement and optimization
- Organization and monitoring of overall workflow processes and timelines including service delivery (translation, revision, DTP, etc.) as defined in SQP
- Project financials including P&L for the projects (revenue, Gross and Contribution margin) for the segment/ industry/ range of customers; contribute to budgeting and planning.
- Manage client relationships including mid-to upper level operational contacts, representing the rganization to the customer; ownership of customer satisfaction
- Continuously improve quality by establishing and guaranteeing quality standards for project execution
- Increase efficiency of the project execution process
- Anticipating and resolving problems that might endanger smooth production flow
- Supervision and monitoring of all client orders and price lists
We offer:
- Stable work conditions
- Language courses
- Private medical care
- Benefit System
- Lunch vouchers