Program Director

hace 1 semana

Barcelona, Barcelona, España Minacs A tiempo completo
Job Description

Job Title: Program Director

Job Summary:

We are seeking a highly skilled and experienced Program Director to join our team at Minacs. As a Program Director, you will be responsible for leading a team of professionals in delivering exceptional customer service and support to our clients.

Key Responsibilities:

  • Position the customer relationship as a partnership, demonstrating an in-depth understanding of the business requirements and customer's expectations and taking ownership of operational customer issues through to resolution.
  • Plan and organize the required resources and facilities to meet customer and employee satisfaction standards for each account.
  • Assist the Supervisor to manage the operation with regard to team management and customer demands in order to optimize productivity and quality standards.
  • Define, produce, and utilize a range of information, data, and statistics in order to forecast workflows, plan resources levels and contingency arrangements, leverage specific results and troubleshoot areas of poor performance.
  • Work in partnership with all teams and partners involved in Helpdesk Operation.
  • Structure and manage the roles and responsibilities in the Helpdesk.
  • Liaise with the Human Resource function in planning and implementing effective human resources policies and procedures.
  • Liaise with the Training function in planning and implementing effective training and development activities.
  • Identify the Knowledge, Skill, Attitude, and Experience required to deliver excellent customer satisfaction by individuals and within the team.
  • Help address personal issues that may affect performance at work, ensuring all Corporate policies are understood, implemented, and regularly reviewed.
  • Set the context and manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.
  • Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction.
  • Work closely with other partners to ensure that knowledge, experience, and skills are shared to the benefit of the wider helpdesk operation and customer population.
  • Liaise closely with quality management in order to constantly improve the service.

Requirements:

  • Proficient or bilingual in English.
  • Good knowledge of helpdesk process.
  • Previous experience delivering/managing Customer Services, and also possess people management experience preferably in helpdesk or call center environment.
  • Communication and presentation skills appropriate to a range of audiences.
  • Planning, organizational, negotiating, leadership, motivation, problem solving, and influencing skills.
  • Ability to build and maintain relationships at all levels, with customers and staff.
  • Ability to implement and manage change.
  • Understanding of the main IT platforms and their application.
  • Ability to create and maintain trust and loyalty with staff and customers.
  • Understanding and experience of helpdesk processes and technical environment.

What We Offer:

  • 39 hours/week contract: Monday to Friday 09:00 to 18:00.
  • Salary 30,000 euros gross/year + up to 4,000 euros gross/year in bonus.
  • Central location in Barcelona.
  • Bring-a-friend (referral) bonus opportunities.
  • Full paid training on the company and the project you'll be working on.
  • Career development programs and specialized courses.

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