To be the primary interface for full accountability for the quality, customer experience, Service delivery and revenue optimization as part of the relationship, mirroring VOIS Local markets Strategy and KPI’s
Responsible for delivering customer service capabilities by driving the unit to an excellent level of first and second line of support Commercial Governance over all expenditures, revenue leakage and revenue generation
Also raising the quality level of handling customer technical inquiries/problems for VOIS to systematically measure and address its root causes to drive improvement for customers
Total responsibility over for the management and the execution of all operational projects and execute effective governance frameworks with partner.
Shares Client performance including Partners contribution to results.
Pro-actively shares understanding of customer’s requirements from across the organization including product/service roadmaps, associated performance against KPIs.
Ensure to focus on celebrating great customer feedback, accreditation results and customer experience achievement on a monthly basis through a commendation process in house as well as cross site.
Manage on Operational Commercial risk and reward components monthly for all KPIs
Engage with relevant partner stakeholders to ensure appropriate action plans are developed and delivered in line with the business’ tactical requirements and needs in relation to operational performance
Ensuring total support for work force scheduling teams and operations from Ireland Forecasting to ensure KPIs success in BAU
Lead regular performance reviews to provide quality feedback and defined improvement plans
To ensure that implemented solutions meet the business requirement, and passing incident report from the technology team for the major outages
Core competencies, knowledge and experience:
Data aware and analytical capability to translate operational metrics into customer experience
High emotional intelligence and soft skills with the ability to manage internal and external stakeholders
Achieves goals in a timely manner while discipline & strict compliance with policies & procedures.
Strong analytical, problem solving and decision-making skills
Excellence mind-set striving to exceed expectations
Must have technical / professional qualifications:
German Level – C2 Speaking Proficiency
Must have experience of 4 years within a customer Care environment in managerial role
Strong verbal communication skills.
Proficiency in using MS Office applications is a plus.
