Role: Centre Manager( Under Randstad Payroll)
Role & Responsibilities:
- Ensuring the efficient and effective operation of the Service Center.
- Elaboration and implementation of strategies for the development of the Service Center.
- Ensuring efficient and effective human resources services.
- Ensuring efficient logistical services, including office procurement.
- Information and communication management.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customers issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused on that mission.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyse statistics and compile accurate reports.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Keep ahead of industrys developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Adhere to and manage the approved budget.
- Maintain an orderly workflow according to priorities.
Expectations from the Candidate:
- Proven working experience as a customer service manager, Center manager.
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and tools
- Awareness of industrys latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
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