Customer Service Manager (m/f) Referencia: JN -112024-6592281
Adicionado em 15.11.2024
Sobre os nossos clientes
Our client is a multinational company working within the Outsourcing sector looking for a Customer Service Manager to support the consolidation their clients and internal operational team. Descriçao da oferta
The Business Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery and client interaction.
Description
Reporting directly to the Contact Center Manager the Business Manager achieves his/her targets with the assistance of all Transcom support functions.
The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.
Additional responsibilities may be added as the needs of the business change and expand:
Deliver accurate data to produce the forecast
Develop realistic budgets
Be in charge of Team Leader development and support, and define their training needs. As well as the respective recruitment needs.
Set and follow up on quality and quantity targets for the allocated Clients/projects and keep a regular interaction with clients.
Have a deep understanding of the price structure and the profitability goals and communicate it clearly to the business unit.
Prepare and/or support preparation for commercial negotiations.
Plan and implement expansions to current business as well as n ew businesses.
Create an open and energetic culture within the business unit.
Continuously review procedures and implement improvements.
Profile
Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry
Have Client Relations and/or Sales contact experience - CRM outsource businesses
H ave a good understanding of CRM best practice and markets
Have experience in direct/consumer marketing
Manage your time effectively and be focused on setting clear objectives and priorities.
Have experience with P&L management and associated financial practices
Have worked in a performance driven environment before.
High intermediate (B2) level of English and fluency in French
Be self motivated and commercially minded.
Have effective leadership skills impacting people behaviour including those that do not report directly to you.
Have effective analytical skills to analyse results and make decisions based on facts and figures.
Take ownership for quality, competence and commitment.
Enjoy/thrive on autonomy within the franchise framework and be results focused.
Job Offer
A great opportunity for professional growth that includes the following benefits:
Meal Allowance
Annual bonus
Support in Health Insurance
Flexible working hours (hybrid home-office policy)
O que procuramos
Customer Service Manager; Customer Service; Business Manager; Outsourcing; BPO; English
Contacto da Michael Page
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