Proficient in German and English - excellent communication skills both oral and written.
Strong motivation to build and stabilize a new project.
Self-motivated with a vision of continuously adding value to the client and customers.
Relevant experience in the customer support industry or similar environment.
Client relationship management experience with German-based clients.
Strong networking skills (build and maintain strong collaboration and partnership both with external and internal peers and stakeholders).
Strong and demonstrated leadership and people management skills.
Proven ability to motivate staff and build an environment that encourages teamwork.
Successful in achieving and exceeding client expectations, KPI’s and Service Level Agreements.
Previous responsibility and accountability for financial results of managed teams or projects would be an advantage.
Able to identify root causes, collect data, establish facts, draw conclusions and provide solutions (analytical skills).
Demonstrates strong decision-making skills, ability to work independently and act in any given situation related to the project.
Efficient, innovative and problem solver.
Experienced in the use of MS Office programs (MS Word, MS Excel and MS PowerPoint).
Experience in the use of SAP and Salesforce would be an advantage.
Acts as the primary interface between SYKES and different departments in the client’s organization.
Makes sure that the resource planning and team size matches the needs and agreements with the client. Is responsible of the recruitment, engagement and retention of each team member and manages attrition.
Supervises and coordinates the workload and activity of the Customer Service team, which includes but is not limited to:
Order entry and payments
Cancelations of orders
General claim handling
Process continuation orders
Customer satisfaction (VoC – Voice of the Customer).
Ensures that collaboration, communication, co-ordination, and inter-departmental co-operation occurs to maximize business efficiency.
Ensures effective upward/downward and peer group communication.
Attends and contributes to meetings and regular business reviews as required.
Ensures the team has complete awareness and understanding of all SLA’s, KPI’s and business objectives.
Ensures that team members have the skills and equipment required to carry out their function effectively and efficiently. Identifies and addresses any staff training needs.
Conducts performance reviews with the team members on a regular basis.
Builds confidence and teamwork with the team members, deploys team engagement activates, monitors and manages team motivation and engagement.
Ensures consistency in service delivery and business processes in the provision of services to client and consumers.
Coordinates all operational, training and quality activities for the team.
Rewards performance or addresses any performance and/or disciplinary issues with the team members.
Manages escalations and business continuity.
Builds and deploys improvement and contingency plans as needed.
Delivers all reporting and team statistics as needed.
Researches, develops and deploys improvements to the operating quality and efficiency of the project.