Customer Centre Manager

Role

Our client is a global financial institution, currently offering banking, investments, life insurance and retirement services to meet the needs of a broad customer base. We are looking for candidates for Customer Centre Manager position.

The successful candidate will fulfil the following responsibilities:The position will be responsible for:

Managing the call centre operation and internet to ensure optimum service standards.
Developing appropriate Sales and Service policies and procedures that encompass areas such as personnel and Call Centre operation to ensure optimum service levels.
Developing the process for booking new accounts while maintaining operational effectiveness and consistency with organisational values.
Helping identify the strategies for reaching profitable target market segments.
Establishing short and long range operating plans, budgets and programs.
Initiating measures to maintain and improve client goodwill during service periods.
Developing policies and procedures to address client complaints.
Developing and achieve Call Centre objectives and goals to support the organisational vision.
Establishing and manage communication channels within and among departments for continuous improvement for internal and external clients.
Developing annual business plan incorporating best Call Centre practices to meet market and company needs.

Profile

University Degree in Economics, Finance or Business Administration.
A minimum of 5 years experience in Call Centre environment, with at least 2 years in a managerial role, having led and motivated teams and individuals to new levels and performance.
Experience in the key functional areas of Call Centre.
Experience in the projects management under deadlines.
Strong ability to develop and motivate teams and individuals.
Strategic and vision oriented thinker and planner, able to think analytically.
Has a good combination of conceptual strategic skills and vivid operational and hands-on interest and attitude that makes him/her stand close to the staff.
Excellent communication, presentation and management skills.
The person must possess excellent interpersonal skills and be able to communicate with people at all levels.
Hardworking, motivated and enthusiastic.
Strong communication skills.
Ability to function as part of a team as well as independent.
Excellent written and oral communication and interpersonal skills.
Good communication and presentational skills.
Commitment to personal and professional development.
The ability to communicate in English is essential.

Contacts

OMEGA Recruitment
Na Příkopě 22
110 00 Praha 1
info@omegarecruitment.cz
www.omegarecruitment.cz

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