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Posted in
SCM & Operations
Job Code
249846
Position Requirements :
Job Role is for a Logistics MNC Company
- Responsible for Customer Service - Frontline Employees ( 35 - 40 People) an Complete People Management.
- Look at Someone who can take Challenges and is High on Ownership & Responsibility.
- Leadership, Policy and Procedure heavy focus.
Key Accountabilities:
Resource Planning - Evaluates short-medium term resource requirements, including peak and contingency requirements. Makes structured recommendations including justifications, and subject to senior manager approval, progresses the formal approval/implementation process. Owns the WFM process by ensuring that input is aligned with the actual situation/needs (vacation, sickness, training etc), and that updates are timely and accurate.
Execution and Promotion of CE - Participates in the implementation phase of local, EMEA and global projects. Uses approved change management methods and tools to achieve required results.
Performs defined benchmarking and participates in approved initiatives for best practice replication.
Leadership and People Management - Manages a team with responsibility for the delivery of effective customer relationship management across a range of CE functions (call handling, problem resolution, claims etc). Uses approved tools and best practice methods to recruit, develop and manage individual and team performance in accordance with established standards.
Includes providing guidelines, support and coaching for employees with welfare problems that impact work or managing established processes to recover required performance levels.
Engagement, Motivation and Recognition - Promotes the importance and meaning of CE through regular communications. These include explaining the vision, benefits of CE, their role in achieving success, new processes or tools, progress updates etc. Gains commitment from individuals.
Ensures both self and Team build and maintain effective Customer relationships using the correct application of processes to ensure timely delivery of Customer requirements, and minimise escalations of issues.
Uses appropriate feedback and recognition methods (formal programs and informal) to celebrate success and motivate individuals and the team to continue to perform.
Coaching for Performance - Provides effective coaching for each employee to provide them with the required competence to consistently deliver the Customer Experience. Manages the development process, including allocating appropriate resources (PIP, training, development plans) to close performance gaps. Supports structured learning and the mapping of progress through the completion of Competency Evaluation Templates, coaching records and formal development plans.
Measuring and Managing Performance - Regularly evaluates departmental reports (hourly, daily, weekly, trends etc) and CE related metrics versus goals and expectations. Identifies and takes corrective actions which may include alignments with other functions and CE Teams to analyse issues and agree/implement solutions.
Achievement of Service Goals - Develops and maintains a clear understanding of CE and operational targets. Adapts the day to day operation to optimise goal achievement. Includes identifying, initiating and or implementing effective solutions to address immediate and longer-term needs (Customer requirements, systems issues, manpower - balancing-, priorities etc).
Involves collaboration with other Managers to achieve broader departmental goals and timely escalation of serious issues.
Financial contribution - Manages a budget (salaries, T&E etc), ensuring all costs are monitored and controlled within agreed limits.
Minimises exposure and risk to the Company by adhering to approved practices, policies when managing all transactions that have a financial or regulatory impact (claims, DOTR, Customs, credit transactions).
Optimises the achievement of revenue goals by effectively managing processes and results for value-add Customer products.
Business Knowledge & Alignments - Develops a good knowledge of the FedEx business (tactics, services, key processes, departmental systems and tools etc). Builds a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and CE measurement.
Builds effective alignments with the local Management Team, local CE Teams, in order to share relevant knowledge, agree requirements and resolve issues. Ensures learning materials are accurately maintained and shared within the team and with relevant others.
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2367
JOB VIEWS
260
APPLICATIONS
23
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
SCM & Operations
Job Code
249846
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