Country Customer Service Manager

Vacancy: Country Customer Service Manager for a multinational company Objective / Purpose of the Job Manage the customer service team in a contact centre through implementation of the customer service business plan and excellent people management practices, resulting in improved financial, people and customer results. Key Accountabilities & Activities Strategy Implementation To implement the company Customer Service strategy and operating plan within the contact centre, to ensure business unit and global consistency of customer service practices, and high standards of Customer Service performance. - Where appropriate, contribute to the development of the business unit Customer Service operating plan, taking into account the needs of customers, shareholders and employees. - Ensure the achievement of Divisional objectives by meeting and exceeding performance standards and targets within the contact centre, as measured through key performance indicators. - Implement the company Customer Service programs and projects in accordance with stated requirements. Customer satisfaction and retention To establish a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention. - Ensure deployment of the Voice of the Customer Programme. - Effective management of the Customer Loyalty Measurement programme through developing, implementing and monitoring action plans based on the Customer Service Attributes, and through participation in cross-functional working groups. - Ensure a strong focus on Customer Service Competencies development and quality in order to delight customers, enabled by effective coaching and performance feedback structures - Effective management of internal programs and measurements that are indicators of likely customer satisfaction, including Quality Monitoring tools, post call customer surveys, Mystery Shopper and Service Recovery quality surveys. - Actively measure, understand and analyze customer retention and customer growth and initiate appropriate actions in Customer Service and with cross-functional colleagues, in order to improve results. - To maintain an awareness of customer needs through regular contact via telephone calls and visits, both proactively and reactively. People management To lead, motivate and empower staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximize customer satisfaction, business results and employees’ satisfaction. Ensure the compliance to formal recruitment procedures, with Human Resources, to ensure the contact centre attracts and retains the very best customer service employees. - Ensure effective communication and dissemination to all staff in the contact centre. - Through training and coaching, ensure that customer service staff is equipped with the right skills, knowledge, competencies, and empowerment to delight customers and achieve business results. - Establish a coaching mindset and culture in the team by ensuring that regular and effective coaching is in place for all employees in the contact centre, and supporting the Customer Service Team Leaders in their coaching practices. - Ensure that the correct processes for employee counseling and/or discipline are in place. - Implement challenging but achievable reward and recognition schemes, in collaboration with Human Resources, which help to create highly motivated customer service staff, and to reward excellent performance through both financial and non-financial means. - Participate in the implementation of succession-planning frameworks - Ensure that management are aware of the needs of employees through the effective management of employee satisfaction surveys and accompanying action plans, and through two-way through forums and suggestion schemes. - Actively measure and analyse employee retention rates in the contact centre and feedback gained from exit interviews, to understand and act upon the factors affecting employee retention. - Conduct regular individual coaching and annual Performance Reviews of the Team Leaders. - Conduct regular group review meetings with Team Leaders to assess team performance and progress against business plans. - Promote the corporate values through active participation in the corporate initiatives. - Comply with all Company related policies, procedures and legal requirements (HR, Health & Safety, Security, etc.) - Contact Centre resource management To effectively plan and manage resources to meet and exceed internal and external service levels at all times, and to provide excellent accessibility and service to customers. - Work with the Resource Planning team and Customer Service Director to proactively ensure that contact centre resources are deployed to meet the customer needs of accessibility. - Respond quickly to any intra-day changes in resource requirements in the contact centre, based on the needs of customer accessibility and service levels. - Ensure that the contact centre headcount budget enables excellent accessibility for customers, whilst effectively managing cost. - Maintain, communicate and test disaster recovery procedures to minimise service disruption to customers in the event of equipment failure, or other events that may affect accessibility. Process management & implementation To deploy and monitor Customer Service processes policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer experiences. - Ensure correct implementation of new and existing Divisional customer service structures, policies and processes. - Ensure continuous improvement in customer experiences through supporting the deployment of best practice processes in telephone and email handling, complaint handling and service recovery. - Work with cross-functional colleagues to ensure the Customer Service and related functional processes are consistently applied and refined to improve the customer experience. - Actively manage the performance of internal customer service through the effective deployment of the Divisional Communication and Escalation Policy, accompanied by corrective action planning against performance results. - Financial management To manage the contact centre budget in line with Value Based Management principles in order to create value to the business and shareholders from the Customer Service organisation. - Maximise return on investment. - Prepare and manage the contact centre budget in co-operation with the Customer Service Director, then measure and manage costs in line with the agreed budget. - Manage the Service Recovery budget in line with Service recovery policy, by ensuring compliance to Service Recovery procedures and minimizing costs through corrective actions. Project work To contribute to the effective rollout of the company Customer Service projects, through contribution of professional expertise and leadership. - Ensure achievement of action points assigned. - Ensure the involvement of those with the appropriate expertise and accountability. - Preferred Experience and Knowledge - Seven years experience in the contact centre environment. - Five years experience in a contact centre management position - Experience in a multinational company and in dealing with different cultures. - Good knowledge of Contact Centre related technology including ACD, CTI, and resource planning tools. - Proven experience and knowledge in effective training, coaching and people management practices, including leadership development. Necessary Technical / Functional Skills - Language skills: Mastery of the English language both verbal and written. - Finance knowledge for non-Financial Management - Communication capability at a senior / board level, both internally and externally; - Recognized general and people management skills; If you are interested please send your updated CV aligned with a recent photo to, Email: mohamed.marzok@outlook.com Please quote “Country Customer Service Manager “in the subject line.

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