Operations Manager
Convergys International Nordic AB / Ekonomichefsjobb / Helsingborg
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hela Sverige Visa alla jobb hos Convergys International Nordic AB i Helsingborg Manages professional employees and/or supervisors or supervises large, complex technical, business support, or production operations team(s). Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from Senior Manager and/or Director. Performs needs assessments, performance reviews and cost/benefit analyses; setting and meeting performance targets for speed, efficiency, sales and quality.
• Advise clients on products and services available
• Liaison with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Monitors random calls to improve quality, minimize errors and track operative performance
• Coordinate staff recruitment, including writing vacancy advertisements and liaising with HR staff
• Handle most complex customer complaints or inquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand
• Coach, motivate and retain staff and coordinating bonus, reward and incentive plans
• Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.
• Bachelor's Degree in related field from a four-year college or university with seven of relevant experience (with at least two years of Progressive Management Experience) preferred
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry
• Demonstrated business acumen
• Demonstrated ability to comprehend, analyze, and interpret
Convergys is a global contact centre business, with more than 125,000 employees working from more than 150 locations in 31 countries around the world. Our clients are many of the most recognisable brands in the world, and our success is thanks to our people who manage billions of customer interactions every year. We're always looking to add positive, motivated individuals to our team - people who are eager to learn our business, grow in their careers and advance within our company.
Publiceringsdatum2018-04-04Så ansöker duSista dag att ansöka är 2018-05-04
FöretagConvergys International Nordic AB
AdressConvergys International Nordic AB
Rönnowsgatan 8
25225 HELSINGBORG
KontorsadressRönnowsgatan 8
Jobbnummer 4061975
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