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14-11-2018 Venlo Fulltime MBO
14-11-2018 Amstelveen n.v.t. MBO/HBO

Operations manager CPM

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Noord-Holland
Amsterdam

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HBO

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Operations manager CPM

Van05-11-2018 LocatieAmsterdam Urenn.v.t. OpleidingHBO

Job Description:

We are searching for an experienced Operations Manager to support the Client Delivery Manager in the day-to-day running of our Sales through Service teams.  

You will provide a clear knowledge and understanding of financial requirements to ensure that client objectives are met whilst maintaining productivity and profitability.

 

Responsibilities:

  • Ensure that productivity, service levels & quality outcomes are consistently delivered to client’s expectations whilst maintaining a positive culture & high levels of team morale.
  • Lead successfully, coach, develop, monitor & build a team or teams.
  • Ability to challenge the “norm”, identify better ways of working & implement them
  • Report metrics to the client & offer recommendations whenever possible, in a pro-active fashion.
  • Be an ambassador for the Contact Centre and CPM always & act as a role model to other team members.
  • Possess a clear understanding of client’s requirements, together with a detailed understanding of CPMs operational capabilities.
  • Ensure you understand the KPIs and SLAs on your account. Ensure your team (TLs & agents) have a true understanding of their targets. SLAs should be displayed in your team area.
  • Ensure that the team is focused on achieving & exceeding set targets.
  • Attend weekly / monthly status meetings for each of your clients & make a strong management contribution.
  • Coach, mentor & develop your team to deliver exceptional customer service, achieve targets, produce quality calls, meet & exceed agreed productivity & service levels.
  • Ensure regular call monitoring is undertaken (when language ability permits).
  • Communicate effectively at all levels ensuring excellent working relationships are developed & maintained in the CC throughout CPM & with the respective clients.
  • Implement & maintain effective working practices in a team environment ensuring that all CC standards are maintained.
  • Proactively manage resource to achieve targets.
  • Assess & review teams & individual performance, introducing performance management & improvement measures to maintain & improve overall performance.
  • Ensure that development of team members is paramount, through appropriate use of performance reviews, monthly 121s & appraisals.

 

About you:

  • Excellent level of spoken and written English.
  • Microsoft Proficient, particularly Excel.
  • Accurate in data capturing, high attention to detail.
  • A Minimum of 1yr’s team management experience in a similar environment.
  • Strong team player with the ability to work with a varied level of CPM personnel
  • Highly motivated with a drive to sell, achieve & exceed targets
  • Enthusiastic with a positive attitude, you continuously strive to proactively enhance all aspects of team performance.
  • Excellent people management skills.
  • Ability to build and develop a team.
  • Ability to communicate at all levels.
  • Excellent coaching skills and able to develop individual’s performance at all levels
  • Displays a pro-active and innovative approach to problem solving in all elements of team management.
  • Able to work under pressure & to meet challenging targets
     
Vacature delen      
14-11-2018 Venlo Fulltime MBO
14-11-2018 Amstelveen n.v.t. MBO/HBO