Телетек Европа ЕООД

Senior Manager Customer Experience & Quality
Senior Manager Customer Experience & Quality
TTEC is seeking a seasoned Senior Manager Customer Experience & Quality to join our Customer Care team.

What you’ll be doing:

Our Senior Manager, Customer Experience & Quality is responsible in the overall leadership of Customer Experience framework and customer advocacy priorities. Work strategically to improve processes and performance that enhance bottom line results. Create and maintain a positive work environment!

What you’ll bring to us:
Responsible in the overall leadership of Customer Experience framework and customer advocacy priorities;
Develops and maintains appropriate relationships with all stakeholders to facilitate the successful accomplishment of business objectives;
Ensuring management information and reporting regarding business improvement results and improvement project status;
Liaise and work closely with the Operations team;
Provide leadership on Business Process Improvement and drive forward a culture of continuous improvement and efficiency;
Work with management and frontline to integrate Continuous Improvement methodology and framework into day to day operating rhythms;
Drives for outcomes in key improvement areas;
Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology;
Coaching site CE leadership teams in how to apply & manage with CE tools and methodologies;
Provides both technical and organizational expertise, training and coaching to leverage organizational capabilities and to drive a voice of customer and voice of agent culture for identifying pain points and barriers to excellent service;
Lead & develop a team of customer focused individuals (CE Managers, CE Leads, CE Analysts, and QA Specialists);
Interface with existing and potential clients on TTEC strategy for promoting operational excellence;
Interact with Operations stakeholders to share diagnostics, future state design, and implementation recommendations;
Establish CE framework to enhance delivery excellence, customer insight, and business intelligence;
Manages the QA process and ensures proper documentation of process (Call Monitoring, Calibration, etc.);
Continually identifies QA system and QA process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements;
Responsible for the recruitment, management, and development of Quality Assurance Department and personnel;
Directs and manages remote client monitors as needed;
Ensures that all QA personnel receive the training required to properly perform their duties in support of the internal departments and TTEC goals. Direction and management of Agent Training Programs;
Trains QA Fundamentals to all required personnel and departments;

What skills you’ll need:
At least 5 years experience working in a quality, sales, service, process improvement or customer retention based role in a call centre or retail environment;
Experience in a high volume and fast-paced environment which is structured and monitored;
Yellow Belt – Black Belt Six Sigma certification is an advantage with at least 5 years of working experience in Continuous Improvement, Change Management, Process Improvement, Project Management, and Re-engineering experience;
Experience in analyzing and reporting data;
Experience in a coaching, managing or mentoring role;
Master or Degree holder from a reputable institution of higher learning preferred;
Proficient with various office productivity applications particularly Excel, Visio, Project and PowerPoint;

So join our team of upbeat professionals and support some of the most successful organizations on the planet! It is people just like YOU that make TTEC a great place to work at.

All documents will be treated in the strictest confidentiality.
Only short-listed candidates will be invited for an interview.
Изисквания към кандидата

Езикови познания:
Италиански език

Трудов опит:
С професионален опит над 3 г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Експертен персонал без ръководни функции

Трудово възнаграждение:
От 4000 до 4400 лева на месец

Мениджмънт, бизнес развитие
Населено място:
Гр. София
Business Park Sofia, Bldg. 3, FL 3 Sofia 1766, Bulgaria
Телетек Европа ЕООД
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за Телетек Европа ЕООД може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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