Sobre o nosso cliente
Our client is a multinational industrial group.
Descrição
Provide clear direction and priorities to the team aligned with the area and company vision, strategy and values.
Select team members, assure induction and proper training on process, rules, policies, service level agreements and encouraging continuous development actions.
Manage Performance by defining main responsibilities, setting expectations, KPIs and targets, monitoring and providing feedback and coaching for constant improvement and development of the individuals and overall team performance.
Create an engaging and proactive environment, fostering teamwork, focus on results.
Drive continuous improvement within the team by also supporting and participating in Customer Services Center improvement projects.
Actively managing and resolving customer or internal critical/urgent business situations.
Perform key operational tasks: reviews, reports, approvals etc.
Ensure that all business documentation is captured, stored, shared and maintained adequately.
Ensure the spread and share of information between CSC RES and local organization.
Ensure all JA (Job Aids) and DTP (Desk Top Procedures) are approved and up to date.
Manage and distribute the daily tasks throughout the team. Assure equal access to knowledge and workload distribution.
Coordinate vacations, pauses and manage absences.
Promote feedback from team regarding quality, performance and goal for KPI's and assure improvement actions are put in place.
Stimulate cooperation with and back-up with other Team leaders.
Perfil ideal
Minimum required Secondary school (High School), University degree (preferred).
Language spoken in the specific market (native or C2: Dutch, French, Portuguese or Spanish).
English level B2 (required).
3 years + experience in Shared Service Center environment or related roles.
Experience in team management (preferred).
Proactive, focused on responding promptly to actions and solving complex situations in a process-driven environment.
Analytical and problem-solving skills. Knowledge in SAP/ERP (basic logic of the system) - preferred.
Knowledge in Excel (Pivot Tables, Formulas (vlookups, conditionals etc) - required.
Team management skills through clear roadmaps and effective communication.
Strong ability to influence and impact on the implementation of changes, maintaining a strong performance and motivation.
Empathic communicator, able to demonstrate conflict resolution skills.
Capable of negotiating and persuading customers in complex situations.
Able to work under pressure and in a high volume workload, fast-paced environment.
Time management: Highly organized, adaptable individual with effective time management and prioritization skills.
Vantagens
A great opportunity for professional growth.
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