Beschreibung
Sehr geehrte Damen und Herren,für unseren Kunden suchen wir aktuell einen Team Manager Contact Center (m/w/d)
Position Team Manager Contact Center (m/w/d)
Beschreibung
Für einen unserer Kunden suchen wir externe Unterstützung für folgendes Projekt:
The Division Customer Services manages the Customer interface on operational level and delivers manual contracted services regarding Payments and Cards for local and international clients within Europe with the aim to support the clients’ interests in a fast, accurate, clear, timely and affordable manner.
The Contact Center team consists of 10 agents and is located in Aachen. The team provides 1st line service to Cardholders. The team strives for a high 1st line fix rate and exceeding the customer expectations (SLA) and also learns from the ‘Voice of the Customer’.
Your job:
- Manage the operational activities of the team;
- You are a people manager for the team, this also includes people development, performance reviews, regular feedback sessions with agents and other people management tasks;
- Coach and provide training to maintain the high customer service standards;
- You are (pro) actively involved in the initiation and implementation of (new) working protocols;
- Steer by means of workload modelling and sourcing strategies to optimize KPI’s/SLA’s:
- Participate in projects regarding the (new) services involving the Contact Center Germany;
- Active member of the CS CCC Management Team;
- Collaborate with Operational Managers and other team managers within CCC and the rest of the CS Division to continuously optimize the customer experience, quality of service delivery and cost-efficiency.
Anforderungen
What do you have to offer:
- A minimum of 3 years of management skills required preferably within call center environments;
- Knowledge of financial/banking fundamentals - preferable knowledge of Cards/Payments services;
- Written and oral proficiency in German & English;
- Willing and able to work in an international and multi-cultural environment;
- Proficient leadership to accompany the team in the journey of organizational transformations;
- Structured and organized, with good interpersonal and leadership skills;
- Autonomous and proactive
- Analytical and problem solving skills
- Ability to be flexible and to work independently and in a team environment;
- Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities
- Knowledge of performance evaluation and customer service metrics
- Project Management skills
- Understanding governance processes like finance, compliance, audit and risk management;
- Understanding of marketing and sales processes.
Einsatzort Aachen
Arbeitsbeginn 01.07.2020
Arbeitsende 31.12.2020
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Mit freundlichen Grüßen
Tim Könenberg
Partner-Manager
Ipsways – IPS Projects GmbH
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