Sobre o nosso cliente Our client is a multinational company working within the Outsourcing sector looking for a Customer Service Manager to support the consolidation of a French speaking team and its respective clients.
Descrição Reporting directly to the Contact Center Manager, the Customer Service Manager will achieve targets with the assistance of all Transcom support functions.
The primary objective is to achieve the set revenue target and Gross Profit Margin for the 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 new businesses.Create an open and energetic culture within the business unit.Continuously review procedures and implement improvements.Perfil ideal 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 in CRM outsource businesses.Have a good understanding of CRM best practices 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 behavior including those that do not report directly to you.Have effective analytical skills to analyze 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.Vantagens A great opportunity for professional growth that includes the following benefits:
Meal AllowanceAnnual bonusSupport in Health InsuranceFlexible working hours (hybrid home-office policy)
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