Pracodawca zakończył rekrutację na to ogłoszenie
Job description:
Provide leadership support and coaching to the team
Support team member development and actively manage succession planning
Manage daily team resourcing , recruitment and selection of new Customer Operations Specialists
Ensure the team complies to agreed Shell parameters
Accountable for the overall performance of team members and the team as a whole, positively recognizing excellent performance and effectively managing any under performance
Ensure all KPI's defined for the team are met and team members are equipped with the knowledge, skills and support to perform them effectively
Champion Customer 1st culture and the behaviors required within the team to deliver an exceptional customer experience
Proactively liaise with other business stakeholders involved in operational processes (e.g. Sales, Marketing, Finance Operations, Credit, Retail) making sure performances and SLAs are met
Ensure team acts within Shell Group Principles and Diversity/Inclusiveness guidelines, leading by example
Resolve compliance issues that may impact themselves, the office or customer environments
Act as escalation contact for Customers or Sales dissatisfaction issues related to Customer Operations Specialists or other service providers
Use Continuous Improvement tools, develop and support a pipeline of CI activities with Operations Manager
Drive right first time accountability of Customer Set up & Amend within operational team
Operationalize data quality metrics through full use of data excellence enablers and tool
Deliver Operational Excellence through acceptable level of data quality while ensuring cost effectiveness
Requirements:
Bachelor degree preferred (Business related major) or equivalent experience Customer Language Proficiency Spanish – C1 English Language Proficiency – B2 Previous experience in a Customer service Has proven leadership track record Experience in coaching and developing others Proven ability to manage multiple priorities to meet Stakeholder expectations Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues Able to apply Continuous Improvement behaviors to lead improvement initiatives Demonstrate relationship building skills, across several levels, including Customers team members and business partners Demonstrate an in-depth knowledge of the business this role supports Full knowledge of IT applications within scope of responsibility Full knowledge of Group policies and standards |
Number of Vacancies: 1
Benefits of working at Shell:
Shell is an Equal Opportunity Employer
Utwórz powiadomienie, a informacje o nowych ofertach pracy spełniających Twoje kryteria otrzymasz mailowo.
Dziękujemy za utworzenie powiadomienia. Nowe oferty pracy spełniające ustawione przez Ciebie kryteria będą przesyłane na Twój adres e-mail.
Zamknij okno, aby wrócić do poprzedniej strony.