European Customer Contact Centre Manager

Our client is a leading Satellite Navigation company looking for a European Customer Contact Centre Manager for their offices based in Amsterdam, Netherlands.

The role:

• Managing Customer Relations - Dealing with high level escalations (including legal disputes) as well as with retailers indirectly via our global sales offices; coordinating the process of handling 4 million customer contacts annually using IT systems, planning, and process improvement; liaising with internal departments such as Sales and Product Management on developments which affect the customer support activities.
• Administration & Reporting Management - Monitoring realized service levels; analyzing performance results and opportunities for improvement whilst communicating these to the appropriate stakeholders; managing and reporting on cost and headcount within approved budgets and making adjustments where necessary.
• Strategy and Policy Development - Creating long term strategies for customer support whilst identifying opportunities for improvements in work processes, systems and tools.
• Recruitment and Selection - Managing the staffing needs through recruitment activities with HR as well as playing an active role in managing the relationship with our 3rd party recruitment provider.

Requirements:

? Minimum 5 - 10 years previous experience in a similar role is required
? Previous experience in a Contact Centre environment is required
? Previous people management experience of managing both direct & indirect reports on a large scale is required (managing at least 120 FTEs)
? Sales & Marketing background is an advantage
? Excellent command of English (company language) both written & spoken is required. An additional language is an advantage.
? Excellent communication skills (both written and spoken)
? Experience in a diverse, multi-cultural environment is required
? Good knowledge of MS Office applications (Excel, Word, Outlook, PowerPoint)
? Good understanding of CRM tools
? Excellent leadership and presentation skills are required
? Customer driven, ability to communicate and influence people from all levels of the organization, a self-starter.
? Ability to work under pressure with high volume workloads and in a multi-tasking environment.
? Minimum HBO education level or equivalent

Our client is offering a relocation package for this role and are offering a variable performance related bonus of 20%.

For more information on this role contact Colin Darcy on 01-8139782 or apply through the link below.