B2C Engagement Center Operations Manager with German
at British American Tobacco
Warszawa, mazowieckie, Poland -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 28 Dec, 2024 | Not Specified | 03 Oct, 2024 | N/A | Microsoft Office | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- Proficient in German language.
- Advanced use of Microsoft Office & Flow charts programs.
- Demonstrated leadership experience in call center operational and team management position.
- Organized and reliable with a strong KPI delivery track record.
- Fast-paced environment experience with at least one migration experience of operation of contact center service line.
Responsibilities:
ROLE POSITIONING AND OBJECTIVES
Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.
We’re waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction. Seize the opportunity to shape the future of customer interactions with BAT’s Engagement Centre!
As the Operations Manager for our customer engagement center, you will play a pivotal role in shaping the future. This is your chance to influence stakeholders, make a lasting impact, and be a driving force behind the creation of a brand-new team. Your efforts will resonate within BAT, as you lead the transformation and set up our organization’s customer engagement approach.
WHAT YOU WILL BE ACCOUNTABLE FOR
Ensuring Your Team & Supervisors Align with Operational Processes: You take ownership of end-to-end processes, from reports generation to meeting SLAs and KPIs. Through monthly and ad-hoc operational planning, you ensure the team is on track.
Participating in GBS Operational and Cycle Meetings: You actively contribute to operational and cycle meetings, providing regular progress updates and recurrent reporting as required.
- Maintaining Continuous Collaboration: You keep an open line of communication with End Markets, Account Managers, and internal stakeholders to respond promptly to customer centre requirements.
- Leading Continuous Improvement: You lead the charge in continuously improving the department. You actively seek efficiency, anticipate problems, and identify technical enhancements, such as apps and automation, with support from IDT.
- Providing Direct Coaching to the Leadership Team: You believe in hands-on leadership. You provide direct coaching to the leadership team, ensuring that coaching models implemented across the engagement centre drive adherence to KPIs and foster career development through the development of functional and managerial skills.
- Managing and Approving Incentive Proposals: You take charge of incentive proposals, ensuring compliance with account KPIs such as Hiring, Onboarding, Training, Attrition, Schedule Adherence, Average Handle Time, Talk Time, Hold Time, and Transfer Time.
At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner – one of 50 most sustainable companie
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Marketing/Advertising/Sales
Marketing / Advertising / MR / PR
Sales
Graduate
Proficient
1
Warszawa, mazowieckie, Poland