Stellenangebot als Service delivery Manager in Portugal (Gigajob-Deutschland)
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Service delivery Manager

Arbeitsort: Portugal
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Anbieter:
lastminute.de
Arbeitsverhältnis:
Festanstellung
Arbeitszeit:
Vollzeit
Vergütung:
monatliches Festgehalt
Anzeige vom:
30.05.2016 (362 Tage alt)
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Anbieter
Arbeitgeber:
lastminute.de   Dieses Mitglied ist nicht geprüft.
Unternehmensbeschreibung
Online Reiseportal
Anzahl der Mitarbeiter
11 - 100 Vollzeit-Mitarbeiter sind im Unternehmen beschäftigt
 
Stellenbeschreibung
Stellenbezeichnung
Service delivery Manager
Jobbeschreibung
PURPOSE OF ROLE
• Overall responsibility for the management of the Teleperformance Lisbon Site.
• Leading the lastminute.com brand operations for Germany, Spain and Italy
• Drive a culture of transactional ownership and quality
• Be the gatekeeper of German, Spanish and Italian operational metrics
• Liaise with lastminute.com SCC leaders and wider business to translate goals into operational strategies
• Responsible for ensuring the vendor meets and exceeds the defined brand service levels
• Work with the vendor to drive high levels of customer satisfaction
• Develop and manage vendor business improvement programs
• Evaluate operational improvements through process re-engineering and drive vendor ownership
• Calibrate with the vendor to ensure that quality meets and exceeds expectations
• Coordinate and lead WBR, MBR and QBR activity
• Ensure the vendor has sufficient capacity to meet brand demands
• Provide market and category business owners with insight on vendor performance
Performance
• Maximise revenue
• Ensure the vendor meets and exceeds agreed service levels
• Accountability for achieving KPI’s for example; offline sales conversion; gross-profit, customer advocacy scores.
• Accountability for minimizing operational leakage
• Understand the performance of all agents through daily reviews of KPI’s
• Ensure all TL’s effectively manage bottom quartile agents
• Meet Monthly with the entire team to gather feedback and share goals and objectives
Process
• Review vendor capacity planning models to ensure sufficient agent availability to meet brand demands
• Identify through data analysis, any controllable failure demand patterns and determine ways to eradicate these types of unnecessary contact. Present ideas back to lastminute.com
• Lead business process reviews to improve operational efficiency - driving higher first time
resolution, reduce handling time and reducing demand ratios
• Provide business with feedback and make recommendations on how to drive efficient performance
• Drive empowerment where staff take ownership and responsibility for their contribution to the business.
• Through effective performance and data analysis, identify sales, fulfilment and customer service team training needs and work with training and QA to ensure gaps are filled and individual requirements met
Relationships
• Lead and build a centre of excellence through effective recruitment, motivation and development of employees who are passionate about sales and customer service.
• Build relationships with key German travel market suppliers
• Provide Team Leaders with coaching, advice and problem solving assistance
• Conduct weekly one to one sessions with Team Leaders to review, set and measure objectives.
• Attend weekly one to one sessions with QA and training to review performance and improvement planning
• Attend weekly one to one sessions with WFM to understand rolling capacity and deficiency to forecast
• Attend one to one sessions with HR to review candidate profiles and BAU performance criteria
Skills and personal abilities
• Degree Level
• MBA or Business qualifications
• Fluent German speaker
• Written German skills
• Fluent English speaker
• Contact centre management experience (2years minimum)
• Extensive experience in a customer operations environment
• Ability to lead and motivate a large (250 plus FTE) site
• Experience of managing outsourced partners
• Experience of developing and implementing innovative customer contact strategies
• Creativity and willingness to challenge known business process to deliver customer excellence
• Knowledge of best practice in relation to driving customer advocacy
• Knowledge of leading edge contact strategies
• Spoken Spanish or Italian
• Knowledge of the German travel market
• GDS knowledge
• RVK certified
• Experience of working in fast paced dynamic environment
• An inspirational leader with excellent motivation skills.
• Decisive with strong managerial courage
Arbeitsverhältnis
Festanstellung
Befristung
Das Beschäftigungsverhältnis ist unbefristet.
Arbeitszeit
Vollzeit
Vergütungsart
monatliches Festgehalt
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Voraussetzungen für Bewerber
Erforderlicher Bildungsabschluss
mindestens Abgeschlossenes Hochschulstudium
Erwartete Berufserfahrung
mindestens 3 Jahre Berufserfahrung in diesem Job
Erforderliche Sprachkenntnisse
Deutsch (fließend/verhandlungssicher)
Englisch (Fortgeschritten)
Spanisch (Grundkenntnisse)
Italienisch (Grundkenntnisse)
Potugiesisch (Fortgeschritten)
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Arbeitsort
Land
Portugal
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Statistik für diese Gigajob-Anzeige (152.687.140)
Kurz-Link: http://de.gigajob.com/152687140.html
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