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Key Tasks:

• Resource Management: Ensure appropriate staffing levels by establishing and monitoring the necessary metrics to track key activities and measure departmental performance


• Maximising Performance: Focus on establishing and maintaining a high performance culture by recruiting highly talented staff, ensuring appropriate and timley training and managing performance effectively

· Constant Improvement: Constantly improve productivity through researching best practices and leading improvement efforts/projects within a can-do environment

· People Leadership: Lead the day-to-day operations of your language groups whilst maintaining responsibility for all employee actions, including; coaching, training and communication to include conducting employee feedback sessions and management meetings

· Excellent Customer Service: Ensure current practices meet or exceed business and customer needs through constant assessment and Voice of Customer/Voice of Business.

• Standardization & Compliance: Deliver consistent, standard customer facing activities, ensuring process and internal controls compliance with Company policy & procedures and Sarbanes Oxley requirements

· Quality: Ensure workloads are managed in a highly productive fashion whilst remaining within Quality and Ethical guidelines

· Commercial Direction: Contribute to the creation of objectives, policies, processes, procedures and priorities that support the business goals of the Customer Service division and ensure that these goals are communicated to your team

· Promote and Protect Centre Image: Serve as customer advocate and provide high level problem resolution internally and externally, escalating serious disruptions of the daily operations to the Director of Customer Services

· Represent the Customer Services Centre in cross-functional teams and/or meetings as required and deputise for Director of Customer Services as appropriate

Management Team: Contribute as member of the centres management team, building productive, professional relationships

Essential Expereince:

· Good working knowledge of Microsoft Office

· 6 years commercial experience

· 4 years Customer Service experience including 2 years experience in a multilingual multicultural Customer Operations/Service/Call Centre operation

· Minimum 4 years direct people management experience to include proven results in employee development, recognition of results and employee motivation

· 1 years experience within import / export and customs environment would be an advantage

· Completing project work and or operating within a project team

· Implementing systems/process improvements

· Leading within a multi cultural environment

· Using a computerized resource planning tool.

Fluent in Spanish and English

Business level degree

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Published at 23-02-2010
Viewed: 80 times