Stellenbeschreibung

The Customer Solutions Senior Manager will be responsible for leading a team of Managers,Team Leaders and Agents, Senior Agents and Supervisors dedicated to providing the highest level of customer service. The role will cover teams in multiple locations across Europe. This includes motivating, building, coaching and developing the team into a highly responsive team, and drives the performance standards of your market. You will help shape your team, hiring, ensuring supplemental QA and training programs are conducted for the team as needed and administering disciplinary actions in accordance with HR Policies. You will be accountable for all performance metrics for your markets. Additionally this position is responsible for collaborating with other Senior Managers on ideas and best practices for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback. Also, this position requires the development of relationships with other managers and business units throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.Core Duties:• Build, coach, and direct a team of Team Leaders and agents into a highly responsive team that meets the required published performance standards. Ensure that each direct report Team Leader is coaching, developing and communicating with their teams routinely and effectively by ensuring that Team Leaders are reviewing and communicating daily performance, quality, and attendance reports at the individual and team levels. (50%)• Establish global relationships with other managers and business units, and support groups, throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes. Work with peer managers to leverage best practices, understand new trends and contribute to the implementation of workflow process improvements. Deliver against Departmental goals as agreed (20%)• Participate in special projects as needed and perform other duties as assigned. (10%)• Attend all necessary product meetings and provide valuable, timely, and effective feedback (10%)• Support needs based initiatives through involvement in meetings, trainings, and coaching of Team Leader teams (10%)Competencies:• Delivers outcomes that makes a significant business impact• Creates Clear focus, plans and priorities for teams• Shapes activities to meet consumer needs and outperforms competitors• Identifies and owns significant business improvements• Highly effective coach, mentor and developer of people• Sets Programmes, delegates to and enables teams• Engages across business areas, influences credibly with VP’sPre-Requisite Knowledge and Capabilities:• Excellent organizational, communication, and interpersonal skills• Ability to direct and motivate others• Ability to lead through vision and values• Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.• Ability to learn and adapt to new software technologies• Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel).• Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack).• Ability to define and utilize q