Director, Order Management & Customer Service – EMEA

Tasks

• Build and Lead the GBS Order Management /Customer care team members in a variety of strategic and day to day operational areas including, but not limited to, recruitment, workforce management, quality assurance and training.
• Develops and directs the management of the Order Management and Customer Care function to drive customer satisfaction and improved operational efficiency.
• Build, recruit, direct, coach, inspire all managers, supervisors, team leads and team members of the customer care team in the new center to achieve and support the vision and mission.
• Leads and directs employees to ensure balanced goals are achieved (Employee, Customer, Financial, and Regulatory).
• Develops operating plans, analyzes data and collaborates with the team to understand performance and develop improvement plans to close gaps.
• Lead for change initiatives throughout Budapest with focus on optimizing regional structure and growth initiatives.
• Identify revenue opportunity and partner with divisional sales leads on growth strategy.
• Lead for regional integration initiatives, responsible for building scalable solutions for future growth.
• Establish and implement performance standards and metrics, together with coaching and developing talent to deliver operational results, business unit objectives and meet Service Level Agreement (SLA) objectives.
• Evaluate and facilitate changes to business processes and workflow to deliver maximum productivity and effectiveness.
• Handle escalations and complex Order /customer situations as needed.
• Ensure that the development of business systems and available technology is utilized to maximum effectiveness.
• Benchmark customer care operations and offerings against competitors and industry leaders.
• Establishes and maintains key relationships with partners, Support Partners and Vendors.
• Collaborates with others and plays an integral role in the development and implementation of customer contact strategies that drive customer satisfaction and efficiency.
• Promotes and maintains a safe and high quality work environment for our employees.
• Supports ad hoc projects as directed to align with business objectives and goals.