Zurück zur Suche.Approach People - Outbound CONTACT CENTRE MANAGER with French and ideally German
| Beschäftigungstyp: | Permanent |
| Standort: | Bern - Bern, Switzerland |
| Gehalt: | Competitive salary + OTE´s |
| Sprachen: | Französisch, Deutsch |
Details für die Anzeigenschaltung
- Name:Approach People
- Veröffentlichung:21-02-2012
- Code:JUJCCMAN-ber
CALL CENTRE MANAGER (outbound) with French and German
/ Responsable Centre d´Appels
French part of Switzerland
My Client is a well known leading brand looking for an ‘inspirational leader who in addition to managing the day to day operational performance, sales strategy and delivery, can create a collaborative culture where the entire team are empowered to take ownership in every aspect of their calls.
You will be given the opportunity and encouraged to take part in helping shape the contact centre strategy, attracting, recruiting, leading and retaining the right people as well as achieving set targets and KPI’s
RESPONSIBILITIES WILL INCLUDE:
• Engaging, motivating and influencing your team to deliver their best performance (30-35 team members)
• Set, review and evaluate CSR's targets
• Perform quantitative and qualitative coaching on a regular basis
• Managing relationships, ensuring that all individuals have the knowledge they need through regular structured communication
• Handle customer escalations
• Actively participating in the recruitment, selection, training, development and coaching of Customer Service Managers and Customer Service Advisors
• Identifying ways to improve customer experience and sales potential
• Managing the day to day team operation that delivers KPI’s for productivity, quality and value.
• Influencing the behaviour of others by leading by example, in terms of delivering a great customer sales experience and by demonstrating the company values.
• Support the prioritization of improvement initiatives by assessing their effect of key strategic dimensions (Quality, cost and sales)
• Asses the impact of projects from other department on the service delivery quality, conduct cost-benefit analysis and take preventive action in case of extended risk to the service delivery
• Create and maintain organizational processes allowing efficient and effective collaboration and visibility between all Service management stakeholders within Customer Care and other divisions.
The successful candidate will need to have a proven track record working within a large fast paced contact centre environment, where results are driven by excellent service and experience working ideally in a multisite capacity or with large sales teams.
YOUR PROFILE:
• Commercial or sales background with a minimum of 5 years customer service / call centre experience
• 3-5 years experience in people management and coaching
• Proven experience in monitoring efficiency and quality
• Excellent communications skills in French with at least upper intermediate German
• Be able to handle multiple tasks and to ensure a timely and effective delivery of your work
• Very good computer literacy
• Team worker with a high degree of autonomy and flexibility
• Good analytical and troubleshooting skills combined with a “yes we can” attitude
• Ability to absorb and analyze large quantities of information from various related sources and to generate reports and recommendations
If you have the required experience, please email ASAP Juliette Jamoneau at Juliette@approachpeople.com
/ Responsable Centre d´Appels
French part of Switzerland
My Client is a well known leading brand looking for an ‘inspirational leader who in addition to managing the day to day operational performance, sales strategy and delivery, can create a collaborative culture where the entire team are empowered to take ownership in every aspect of their calls.
You will be given the opportunity and encouraged to take part in helping shape the contact centre strategy, attracting, recruiting, leading and retaining the right people as well as achieving set targets and KPI’s
RESPONSIBILITIES WILL INCLUDE:
• Engaging, motivating and influencing your team to deliver their best performance (30-35 team members)
• Set, review and evaluate CSR's targets
• Perform quantitative and qualitative coaching on a regular basis
• Managing relationships, ensuring that all individuals have the knowledge they need through regular structured communication
• Handle customer escalations
• Actively participating in the recruitment, selection, training, development and coaching of Customer Service Managers and Customer Service Advisors
• Identifying ways to improve customer experience and sales potential
• Managing the day to day team operation that delivers KPI’s for productivity, quality and value.
• Influencing the behaviour of others by leading by example, in terms of delivering a great customer sales experience and by demonstrating the company values.
• Support the prioritization of improvement initiatives by assessing their effect of key strategic dimensions (Quality, cost and sales)
• Asses the impact of projects from other department on the service delivery quality, conduct cost-benefit analysis and take preventive action in case of extended risk to the service delivery
• Create and maintain organizational processes allowing efficient and effective collaboration and visibility between all Service management stakeholders within Customer Care and other divisions.
The successful candidate will need to have a proven track record working within a large fast paced contact centre environment, where results are driven by excellent service and experience working ideally in a multisite capacity or with large sales teams.
YOUR PROFILE:
• Commercial or sales background with a minimum of 5 years customer service / call centre experience
• 3-5 years experience in people management and coaching
• Proven experience in monitoring efficiency and quality
• Excellent communications skills in French with at least upper intermediate German
• Be able to handle multiple tasks and to ensure a timely and effective delivery of your work
• Very good computer literacy
• Team worker with a high degree of autonomy and flexibility
• Good analytical and troubleshooting skills combined with a “yes we can” attitude
• Ability to absorb and analyze large quantities of information from various related sources and to generate reports and recommendations
If you have the required experience, please email ASAP Juliette Jamoneau at Juliette@approachpeople.com
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