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European Customer Operations Quality Manager
Dublin - N. Ireland
European Customer Operations Quality Manager
Ireland
Company
Our client, a leader within there field has multiple sites across Ireland and the EU, requires a European Customer Operations Quality Manager. This is a newly created role aimed at developing the overall call centre customer experience across people, process and technology with the aim of developing a more efficient and streamlined approach across all locations. This is a pivotal role with a company committed to delivering exceptional customer experience across all touch points for Europe.
The Role
Key Responsibilities:
• Develop excellence programmes to drive quality into the operations
• Develop customer retention programmes through service provided
• Track ongoing action plans to improve performance standards
• Drive performance through management of process and procedures
• Drive performance through analysis of customer satisfaction an internal quality data
• Ensure the service meets and exceeds customer expectations
• Develop and enhance process to ensure quality control
• Take direct responsibility for the management of Customer Relations across Europe
• Develop Customer Relations processes to meet and exceed expectations
• Develop a customer first culture for the European Operations
• Provide analysis to demonstrate how customer experience can have a positive impact on the customer life cycle Communication
• Communicate customer satisfaction data and key reasons for dissatisfaction
• Develop plans at a point of sale level to drive improvements
Knowledge and Experience
• Experience working across European operations
• Operations management
• Project Management
• Understanding of six sigma and lean practices
• Understanding of process optimization
• Experience of working within in source and outsource operational partners
• Travel industry experience
• Extremely customer focused
• Used to working with MIS and generating reports
To apply, please forward an up to date CV to brucine@callcentreassociates.co.uk
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