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Director of Business Monitoring
hace 3 meses
As Sector Alarm keeps expanding in Europe, we have seen the need to reinforce the overall management at the Customer Service Centre (CS).
We are looking to grow, and we need scalable, sustainable, and cost-efficient solutions.We are therefore looking for a
Director of Business Monitoring and Performance to lead our business monitoring and performance reporting in a center that hosts more than 300 employees.
An important part of the role is to analyze and understand how data-driven changes to processes, products, services, software, and hardware can improve efficiencies and add value.
This is an indefinite term, full-time position, reporting to the Director of the Customer Service Center and will be a part of the Executive Management team.
Fuengirola, Málaga.
Job responsibilities
- Lead the realization of benefits from past and future projects and initiatives that aim to improve on processes and make the organization more efficient.
- Help identify and remedy potential efficiency issues that hinder scalability and/or our operations from being costeffective.
- Lead the work with monitoring business procedures and make sure we remedy any deviations that arise.
- Help design and develop automation solutions for manual systems and processes to improve efficiency.
- Help to design reports and analyze and track performance.
- Lead our initiatives to reduce incoming call volumes, hereunder assisting in determining call reasons and drivers and how to reduce the customers' need to resolve through a call.
- Lead initiatives or projects that aim to drive customer engagement and loyalty through digital transformation, particularly using "big data".
- Help to secure that technological advancement affecting the customer experience and/or relevant software implementations are successfully deployed.
Who are you?
You have an ability to understand what is technologically feasible, as well as financially and functionally reasonable.
You are capable of identifying and remedying efficiency issues and capable of leading and managing specialist teams of approximately 6 persons in total.
- Minimum requirements_
- Relevant higher education.
- Excellent verbal and written English skills (company language).
- At least 3 years of experience in a top leading management consulting company or at least 5 years of handson experience in business transformation and experience with processes automation.
- Proven track record in managing project work and followup of project deliveries.
- Experience requesting development and requirements from an IT/Tech function.
- A strong ability to manage multiple projects, communicate progress against milestones clearly as well as navigate competing priorities.
- Expertise collaborating with and influencing stakeholders in different areas of the business (marketing, commercial, sales teams).
- Strong analytical skills and good business judgement.
- It will give you an additional advantage if you have:_
- Experience in optimizing Customer Call center processes.
- Leadership experience with proven ability to develop people.
What can we offer?
Sector Alarm is fast growing and one of Europe's leading safety providers. We are a company with a positive culture, driven by ambitious people. We enjoy our work and celebrate our achievements.
Satisfied employees are our strongest resource as we offer opportunities for our employees to grow and develop both professionally and personally.
As a member of our team, you will play an important role in a high-competency environment, in a large company that is currently present in 8 countries (Norway, Sweden, Finland, Ireland, Spain, France, Italy and Portugal) and expanding in all markets.
