Beschreibung
Role Customer Service Operations Manager/PM
Location Kandel and then Munich
Availability immediate
Term 6 months
Languages Native/fluent German, fluent English
Activities required
Step 1 - Existing Business
Work with the team in Kandel to deliver the existing business. This will involve a hands on approach in the interim.
Support and motivate the team during this very difficult period.
Gain a thorough understanding of the existing business, processes and responsibilities.
Monitor quality and report SLAs and KPIs
Step 2 - Transition
Prepare transition plan and align with other work streams to have a centralised view and project plan.
Execute the operational transition plan, including involvement with recruitment and training.
Manage the transition of the customer service operation from Kandel to Munich.
Manage the transition of the customer service operation from Budapest to Munich.
Report progress of activities on a weekly basis to steering board including VFA CEO.
Raise issues fast to ensure they are addressed before they cause delay.
Implement reporting framework to monitor the activities closely to ensure a seamless transition.
Step 3 - Post transition
Manage the new team in the delivery of the services.
To coach, develop and support individuals considering their individual needs and learning style.
Monitor service quality and report SLAs and KPis.
Daphne Narraina
Recruitment Consultant
E: (see below)