Kelly Services, founded by William R. Kelly in 1946, is an international workforce solutions provider for customers in a variety of industries in 40 countries. Kelly Services specializes in Recruitment Projects within IT, Finance, Accounting, Multi-Lingual, Sales and Marketing, Call Center, Engineering. In addition Kelly also offers an array of Consulting and Outsourcing services. Employment Agency No: 593
Retail Site Support Service Manager
Location: Wrocław
Responsibilities:
- Manage a team of Customer Service Team Leaders in the end state organisation (line managers).
- Ensure that all teams are compliant with HSSE policy
- Key Delegations of authority from the Director O2C
- Lead, motivate and develop team competencies and BSC capabilities
- Hire, train, and manage team performance, create and implement objectives and development plans for direct reports
- Ensure fundamental business processes are embedded and adhered to consistently throughout the BSC
- Develop and maintain internal and external relationships regarding specific business issues
- Analyse performance reports on a daily, weekly and monthly basis, interpret data to identify trends and implement operational improvement initiatives
- Support the Director, O2C Lead and peers
- Ensure that all processes are compliant with ISO accreditation
- Manage deadlines and ensure that all activities that directly affect customer relationships or the output of the BSC are of the highest quality
- Collaborate with Sales and Finance teams to ensure an efficient end to end service for the customer
- Conduct continuous reviews and take actions to improve individual, team, and BSC performance
- Perform work outside of normal office hours as required
- Complete other duties as assigned
Requirements:
- Fluent English is a must
- 3 - 5 years experience working in a BSC environment
- Educated to Degree standard or equivalent
- Experience managing teams in a BSC environment, with emphasis on experience managing call-driven workloads and achieving SLA’s for fax, email and correspondence
- High Level of IT proficiency in Microsoft packages
- Excellent written/oral communication skills and ability to build effective working relationships
- Proactive people management skills that facilitate others to play to their strengths
- Strong performance management skills with experience of managing both quantitative and qualitative targets and a track record of achieving goals
- Exceptional time management and organisation skills
- Willingness to relocate to Hungary is a must
We offer:
- An opportunity to work in one of the biggest shared service centres within dynamic and multinational team
- Extensive trainings (in Poland and Hungary)
- Attractive benefits package
- Stable employment conditions based on full-time job contract
- A yearly bonus based on individual performance
