Senior Customer Service Manager

Location: Gdynia, Gdynia
Posted On: 8/29/2017
Job Code: Senior Customer Serv
Job Description
• Define process innovation roadmap in line with the business strategy, industry benchmark and best practices.
• Ensure strategy, structure, staffing, skills, style and processes are in line with the business objectives.
• Establish goals and objectives to meet business operation expectations.
• Liaise with team leaders, shift leaders, coordinators, support staff, third parties, support positions and the client to gather information, establish and manage priorities and resolve issues.
• Drive resolution of client complaints and escalations.
• Review performance of staff, determine training needs and make employment decisions.
• Ensure department meets financial goals and objectives. Coordinate with direct manager and other managers to monitor budget requirements and compliance.
• Facilitate evaluation and implementation of policies and procedures.

Key Competencies
• At least 6 years’ experience managing Customer Interaction services
• Strong customer relationship management skills.
• Demonstrated ability to think critically and analytically.
• Proven ability to lead, coach, motivate and develop staff.
• Strong written and verbal communication skills both in Polish and English.
• Familiar with call center technology.
• Budgeting experience.
• Conflict and process management.
Category:Non-IT  code:new
Job Requirements
Customer Service Manager with Polish and English Skill set

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Contact Details
Abhishek Joshi