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February 21 2018

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Offer: Service Manager:

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Service Manager

function Description


Service Manager
Cork
Permanent
 
Our client, a leading Global company who are recruiting a Service Manager to join their team in Cork. Reporting directly to the site lead this is a new position to deal with continuing expansion of the business.
 
Responsibilities
   » Lead a team managers and an overall team of 100+
   » Provide guidance to and mentor all levels of management all over the organisation
   » Build and adhere to SOPs in order to drive operational excellence
   » Develop employees and engage in succession planning at all levels across all teams
   » Ensure high volume productivity while maintaining high quality standards
   » Operate in conformity with the organisational values and protect the brand globally
   » Create, manage and maintain clear KPI metrics for the business unit
   » Drive process improvement in SLAs and achieve operational excellence
   » Analyse key issues in the business and proactively address them
   » Drive operational efficiency while improving customer practice
 
Requirements
   » 5+ years’ practice in a similar management function, preferably managing teams of managers (Essential)
   » practice in a BPO/Call Centre/Shared Services environment or similar is essential.
   » Third level degree in a related area, MBA is an advantage
   » Project management practice (Six Sigma/Lean is beneficial)
   » Strong leadership abilities and coaching expertise with direct people management and employee development practice
   » Demonstrated capability to thrive in a target driven environment
   » Previous practice working in a matrix organisation managing teams of over 100 people (Essential)
   » Excellent communication and interpersonal expertise
   » Flexibility to support business needs and the adapt to a changing environment
   » Proven success in operational management and driving change
   » Confidence to suggest and implement process improvements and challenge senior management where appropriate
   » Reasonable expertise of HR practice and employment law
   » practice with a CRM system
   » Fluency in another language is an advantage
 
For more information on this function please send your CV to avril.downey@cpl.ie or call Avril Downey on 021 4626121 for a confidential discussion.

Skills:

Job Category: Customer Service [ View All Customer Service Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Cork City
Company Type Employer
Post Date: 02/09/2018 / Viewed 15 times
Contact Information
Company:
Contact Email: avril.downey@cpl.ie


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