Director Customer Care
Kraków
Director Customer Care
Kraków
Nr Ref.: 1058371
Kraków
Nr Ref.: 1058371
HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.
Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.
For our Client, international company based in Krakow, we are currently looking for experienced Candidate for the position of Director Customer Care.
This position is accountable for the leadership and day-to-day management of Company European Customer Relationship Center in Krakow. The individual will manage a team of approximately ten customer care managers and 100+ staff aligned by language, and related professionals focused on quality, process improvement, and training. Maintaining and improving customer relationships from initial contact through field sales and service interactions in a seamless manner is the primary responsibility of the position. The leader will ensure flawless operation of the customer care function, will develop team managers and staff, and will identify and address areas for improvement.
Successful Candidate will be responsible for improving the customer experience, ensure that the customer care team has the knowledge, skills, systems and attitude to deliver an outstanding customer experience, collaborate with sales and service leadership to ensure needs of customers and internal clients are met in a timely manner. You wil be also leading the Krakow Customer Care organization: coach, train and lead by example to achieve a passion for serving customers. Succesful Candidate will be responsible for people management and development: build high performance team through recruiting, training, and development, maintain clear and effective communication within the customer care management team and staff. Monitor the competence levels and performance of teams and individuals and drive performance improvement. Among responsibilities will be also process development: creates a culture of continuous improvement through effective project management as well as interaction with different functional leaders and KPIs measurement and monitoring.
As ideal Candidate should have passion for serving customers and improving the customer experience. Strong, strategic leader: decisively drives change across the organization and stimulates continuous improvement, be capable to inspire staff at all levels by a shared goal, to instill right motivation for action and customer excellence, outstanding coaching and performance management skills. You should be capable manager: marshals resources to achieve business objectives and able to lead large, complex cross-functional projects. We are looking for Candidates with university level education, with a degree in a business or technical field, five years of serving in a leadership role in Customer Care, Sales, or Service or other related functional area; ideally in a scientific or high-tech environment. You should also have knowledge of continuous improvement methodologies (e.g. Six Sigma, Lean) as well as experience in business process efficiency analysis, development and implementation. Very strong English command in both speaking and writing is a must, any other language knowledge is a plus. Professional, emotionally mature and ethical - leads and mediate with tact and diplomacy. Strong interpersonal skills and ability to work well with a broad range of personality styles and types.
Our Client offers a full time job in a fast growing company with stable employment conditions. Opportunities of professional development in multinational environment, competitive salary and outstanding benefit package.
In order to participate in the recruitment project, please send us your CV.
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