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LOCAL MANAGER (EMEA CONTACT CE...

LOCAL MANAGER (EMEA CONTACT CENTRE) állás Budapest, Közép-Magyarországi Régió Magyarország
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LOCAL MANAGER (EMEA CONTACT CENTRE)

 

Our multinational partner is looking for a Local Manager with fluent English knowledge in their Shared Services Centre in Budapest.

Responsibilities:

  • Ensure all departmental KPIs and Consumer service metrics are achieved on a daily weekly monthly basis
  • Act as the custodian for consumers experience, ensuring High Touch service delivery at all times
  • Work with the Training & Quality Manager and the Customer Relations Manager to identify development areas and implement action plans to address these
  • Coach and develop Team Leaders and provide support in managing front line employees
  • Work with the Training & Quality Lead to achieve quality targets and continuously improve service delivery
  • Monitor performance of teams through team leaders and ensure all employees have active and relevant PDPs
  • Conduct regular cascade sessions to department to communicate key messages
  • Resolve any escalated customer and consumer complaints and manage any trends or risks identified
  • Recognize and celebrate individual and team accomplishments through personal/individual recognition and incentive schemes

Requirements:

  • At least 5 years’ experience in a Contact Centre / Customer Service Management role
  • Thorough knowledge and understanding of contact centre technology, processes and operations
  • Ability to drive and manage change and improve results whilst fully engaging teams and direct reports
  • Fluent in English
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