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Date: 07-Dec-2017

Location: Dublin, D, IE, 1

Status: Open Position

Company: Customer Relationship Management 

Requisition ID: 13398

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Job Title:                            Operations Lead

Reporting to:                     Operations Manager

Location:                            Dublin

               

Overall Job Purpose

 

Overall responsibility for the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and/or exceed all SLA’s whilst making adjustments and recommendations as required. Ensuring operational metrics (daily, weekly, monthly, and quarterly) are clearly communicated, understood and achieved.

 

Enable a culture of continuous improvement, including actively championing root cause analysis of Neutral and Dis-sat survey responses whilst pushing for full resolution and deployment of corrective action at source. Work closely with the Operations Manager and HR/Recruitment team to deliver resource requirements in line with contractual requirements; and staff attendance & attrition objectives.

 

In conjunction with the Operations Manager and Training Leads, ensure tight implementation of staff training, development and performance programmes and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential.  Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly. Promote and sustain a supportive learning environment.

 

Duties and Responsibilities

 

  • Overall responsibility for the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and/or exceed all SLA’s whilst making adjustments and recommendations as required.
  • Ensuring operational metrics (daily, weekly, monthly, quarterly) are clearly communicated, understood and achieved
  • Enable a culture of continuous improvement, including actively championing root cause analysis of Neutral and Dis-sat survey responses whilst pushing for full resolution and deployment of corrective action at source.
  • Work closely with the Operations Manager and HR/Recruitment team to deliver resource requirements in line with contractual requirements; and staff attendance & attrition objectives.
  • In conjunction with the Operations Manager and Training Leads, ensure tight implementation of staff training, development and performance programmes and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential.
  • Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly.
  • Promote and sustain a supportive learning environment.
  • Ensure employees are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value are delivered to plan.
  • Conduct Team Meetings with direct reports to ensure expedient communication and provide an open forum for input. Drive and implement team activities.
  • Lead by example, be approachable and demonstrate a “can do” attitude to develop a culture of team work to drive the achievement and exceeding of targets. Ensure involvement of employees in decision making regarding issue resolution and future strategy planning. Encourage and drive a culture of positive employee engagement.
  • Coach and mentor Team Leaders and SMEs to ensure goals are developed for their personal and professional growth and development.  Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals are not achieved.
  • Responsible for understanding and working with the client's statement of work.
  • Act as an escalation point for employee relations, and customer issues, where the Team Leader assesses the need for additional support. Manage conflict and problem resolution for both types of situations.
  • Prepare and present ongoing KPI performance and action plans to the client in weekly performance reviews.
  • Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
  • Responsible for implementation and ownership of service improvement plans where required when KPI / SLA performance falls short of agreed target with client.
  • Drive Innovations within department

 

 

Required Qualifications & Experience

 

  • Line management/contact centre experience of 50+ staff.
  • Must have a minimum of 6 months Team Leader experience.
  • Best practice customer service/contact centre experience and delivering high quality results within blue chip organizations.
  • Experience of working as an outsource partner.
  • Knowledge of solution design process, procedures and operating models
  • Experience of interpreting operational data and its effect on customer experience and service.
  • Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets.
  • Experience of developing and / or implementing best practice processes to achieve high levels of staff attendance and minimize staff attrition.
  • Conversant with contact centre technology.
  • Cross location management experience 
  • Flexibility to travel

 

Competencies

 

  • Grow and Develop People
  • Motivate and Support Performance
  • Encourage Open Dialogue and Cooperation
  • Shape and Communicate Purpose and Strategy
  • Create Value for Customers
  • Drive for Results
  • Enable Creative Environments
  • Value Innovative and Creative Talent
  • Embody Ethics and Values
  • Model Social Responsibility  

 

What we offer

 

  • Vibrant, multi-cultural city centre environment
  • Quarterly performance bonus
  • Comprehensive Benefits Package
  • Employee Assistance Program
  • Subsidised Health Insurance
  • Access to Discount Schemes
  • Career & Personal Development
  • E learning access
  • Paid Annual Leave
  • Paid Sick Leave after Probation

 

About Arvato

 

Great brands entrust their customer service to Arvato.  We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.

 

Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here:  www.arvato.com/en

 

Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.

 

At Arvato we recognise that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility

 

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

 

 

About Arvato

Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries.

Present in Ireland for over 20 years, Arvato has over 1,800 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.

www.arvato.ie


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