Contact Center Manager - [Bacau]

The position in a nutshell:

As a Contact Center Manager you shall drive the company success by  performing the following tasks to the highest standards:

• Lead and organize the operational teams handling all care & sales customer interactions within Bacau contact center;
• Lead & organize the support teams (internal or external) handling: HR (training, recruitment, compensation & benefits policies), Real Time Management, Quality Management, IT support, Real Estate;
• In charge with the budget construction & follow-up for the centre considering the mix of activities and their associated KPIs aligned with the key stakeholders from Orange Romania;
• Responsible for delivering state of art BPO services for Orange Romania.

Here's what you will have to do:

Operational:

• Provide overall leadership on the entire centre, ensures that all relevant policies and procedures are followed, create/update policies and procedures where these are lacking or incomplete;
• Main interface towards Orange Romania for operations & contract management
• Main interface towards other external providers delivering support services (e.g. HR administrative tasks, IT support functions, etc);
• Budget planning (CAPEX & OPEX)  considering the mix of activities to be delivered (as aligned with ORO key stakeholders) with respect to the operational & support KPIs;
• Build expertise on all services handled by the teams and contribute to company transformation program;
• Continuous follow-up of activities through qualitative and quantitative KPIs to ensure the delivery of customer satisfaction improvement;
• Identify areas of improvement to optimize the performance using benchmarks and market practices; integrate them into the management reports analysis and presentations;
• Establish and maintain highly effective relationships with all levels of the internal organization and with relevant external stakeholders;
• Design and perform internal control on processes, activities and on accuracy of  reports & presentations;
• Permanently support the continuous change management for adapting Customer Service processes/procedures/ reports and presentations to become more effective.

Managerial:

• Communicate, cascade-down into the team the specific targets, the actions requested and its performance;
• Create a culture of continuous performance improvement and drive the assessment of the career path;
• Give guidance, manage, support the activities of the direct reports as required
• Review the sub departmental objectives 2 times/year (set SMART objectives) and follow the results;
• Manage the administrative tasks for direct team members related to filling, approval and sending in time to HR department of the timesheet reports.

Team development:

• Identify the development needs of the direct team members;
• Propose development tools: training (in-house and external), participation to conferences, seminars etc. as per the needs identified;
• Assign coachers by areas for different categories of team employees (new comers, internship...);
• Establish principles and a framework to guide departmental activity, monitor the progress and coach each member as necessary;
• Develop the sense of responsibility through tasks and authority delegation to team members.

What are we looking for?

Professional know-how:

• Deep knowledge of customer services operations activities and processes.
• Strong knowledge and experience using project management methodologies, executive analysis and presentation skills and structured analysis techniques.
• Capacity to interact & engage with stakeholders and operational business owners including C-level
• Change management experience;
• Finance for Non finance knowledge;
• End to end understanding of telecom business integrating customer services, technical and commercial perspectives;
• Knowledge of relevant legislative requirements.
• English – fluent .

  Specific Competencies:

• Customer focus;
• Analytical thinking, excellent communication skills;
• Negotiation, persuasion & influencing skills;
• Conflict management skills;
• Results oriented;
• Influence and persuasion in transversal relations, across all levels;
• Management reporting & presentation;
• Dynamic and proactive attitude, good communication skills;
• Ability to work as a team;
• Developing and coaching others.

Education and experience:

• Relevant qualifications (Business, Finance or Engineering/ Telecommunications);

• Experience in a senior management/program management position (min. 4 years) preferably in a BPO;

What’s in it for you?

• Opportunity to work in a multicultural environment;
• Great work atmosphere;
• Competitive salary package;
• Two special bonuses per year linked to results;
• Lunch tickets;
• Special subscription for sports and recreational activities;
• Medical plan subscription;
• Professional and private phone subscriptions;
• Relocation bonus (if case).

Job location: Bacau

This is an external staff position. Your employer will be a third-party supplier, in service for Orange.