Overview
The Customer Care Centre Manager is responsible for activities within our contact centre providing operational / business process support to internal and external customers for company products and services. This includes management of the Short‑Term Planning team and oversight of operational performance for ASP planning teams and the GBS Long‑Term Planning team. The manager ensures quality service and operational performance within the parameters of program and delivery standards.
Analysing operational processes, establishing escalation procedures, and overseeing training needs assessments to identify opportunities for service delivery improvements. The manager selects, develops and evaluates personnel to ensure the efficient operation of the function and is responsible for employee staffing and ensuring program training, including product knowledge, process and communication training, and support of overall service requirements.
Support and lead transformation projects to improve operational performance and efficiency.
Responsibilities
- Manage activities with responsibility for results.
- Manage resources to meet schedules and goals.
- Monitor and deliver set operational performance KPIs.
- Interact with team, customers and functional peer group managers on matters across functional areas or customers and the wider organization.
- Use customer‑facing skills to communicate, understand requirements and build and maintain customer relationships.
- Address diverse issues requiring analysis of situation or data and evaluation of a variety of factors.
- Demonstrate strong leadership of a cooperative effort among members of a team.
- Work in a fast‑paced environment and manage multiple priorities effectively.
- Maintain flexible working arrangements to fulfil the requirements of the business.
- Ensure customer satisfaction.
Requirements
- Strong leadership skills and ability to develop and evaluate personnel.
- Experience managing technical or business teams within a contact centre environment.
- Capacity to analyze operational processes and implement improvements.
- Proven track‑record of delivering performance KPIs and driving results.
- Excellent communication skills and ability to build relationships with customers and stakeholders.
- Ability to work under pressure, manage multiple priorities and adapt to change.
- Flexible working to meet business demands.
Benefits
Competitive salary, performance bonus, family‑friendly policies, flexible benefits and access to Philips University. The role offers opportunities for growth and participation in transformation projects.
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