Site Manager
Convergys International Nordic AB / Sjukvårdschefsjobb / Helsingborg
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hela Sverige Visa alla jobb hos Convergys International Nordic AB i Helsingborg The Site Manager is responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. This position uses a range of measurements to monitor, analyze and plan improvements to call-center performance of a call center with a population of up to 500 staff members. To meet these responsibilities, the manager must be a combination of expert service provider, coach, trainer, mentor, motivator, and manager.
Essential Functions/Core Responsibilities
• Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
• Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
• Drives continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition, and costs
• Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand
• Drive recruitment, selection, and retention of highly qualified internal and external candidates
• Manage department resources and provide leadership to ensure that production and quality work meets company goals
• Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
• Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions
Candidate Profile
• Extensive commercial experience managing a call centre with 400 + employees
• Experience managing a medium size call center
• Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates
• Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
• Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management
• Understanding of financial policies and budgetary requirements, including forecasting
• Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity
• Demonstrated ability to lead and mentor team on developing lasting customer relationships
• Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices
Career Framework Role
• Provides leadership and direction through Senior Managers and/or Managers
• Participates with leadership to develop strategic plans and objectives
• Makes final decisions on administrative and operation matters and ensures effective achievement of objectives
• Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies
• Decisions are guided by functional strategies and priorities
• Has overall responsibility for developing and administering budgets and performance standards for functional area or department
We're one of the largest contact center providers in the world, with more than 150 locations in 31 countries around the world. But what we're most proud of is the incredible 125,000 people we have working here - energized, fun-loving and caring people who successfully manage billions of customer interactions each year.
We are proud to have created a culture that encourages the sharing of ideas, where people feel valued and have the opportunity to really make a difference. But working with us is so much more than just a job. It's about being part of our incredible team, and having a LOT of fun along the way! There's always a real buzz across our sites with loads going on, whether its team activities, fun days or supporting local charities. There's something for everyone!
Publiceringsdatum2017-07-05Så ansöker duSista dag att ansöka är 2017-08-04
Klicka på denna länk för att göra din ansökanFöretagConvergys International Nordic AB
AdressConvergys International Nordic AB
Rönnowsgatan 8
25225 HELSINGBORG
KontorsadressRönnowsgatan 8
Jobbnummer 3591778
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