Business service manager
Код — PLG-17673
Purpose of the job:
Contribute to a seamless customer journey by ensuring that all Customer Support Centre tools, systems and processes are fully updated, operational and functional. Seek and co-ordinate business opportunities to constantly improve and develop the business enabling the Customer Support Centre to provide fast and easy customer support in every customer contact.
Scope of the job:
· Ensure a qualitative business and technical support for co-workers with updated tools, systems and processes to enable them to support customers in a fast and easy way.
· Be the contract speaking partner for all external vendors on national level and ensure that all contracts are in line with the business direction.
· Ensure that relevant business and technical contingency plans are implemented and lived up to and followed up regularly.
· Secure the implementation timeline when rolling out global solutions.
· Ensure that service level agreements with internal and external stakeholders are defined and lived up to in order to secure the right support when needed.
· Benchmark with other units and the contact centre industry in general to get best practice and good ideas for developing systems, tools and processes.
· Co-operate with global solutions owners in order to achieve long-term improvements for tools and systems.
· Be a contributor to the creation of the unit action plan and secure within the team that the plan is implemented and lived up to.
· Minimum 3 years of successful management experience
· Good understanding of all aspects of the multichannel shopping experience.
· Knowledge about relevant Customer Support Centre tools, systems and processes.
· Deep knowledge of contact centre business
· Knowledge in change management.
· Technical knowledge and interest.
· Knowledge of the system landscape and IT infrastructure.
· Knowledge of how systems and processes work and impact on each other.
· Good analytic skills
· Good planning and organizational skills
· Strong communication skills;
· English language skills both spoken and written.