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Gms Operations Manager, Eu
hace 2 semanas
Job Description
TechStyleOS is looking for a Manager Operations.
How do you fit in?
Key aspects of this role include managing and supporting global functions for the Member Services operations in LAX (Los Angeles, USA), BER (Berlin, Germany), BCN (Barcelona, Spain), BEG (Belgrade, Serbia), DVO (Davao City, Philippines) and TIJ (Tijuana, Mexico).
The role of GMS Manager Operations serves as a supporting pillar of the local GMS Operations team. The holder of the role oversees the day-to-day business of the customer service, primarily the voice and Tier2 area, but not limited to it. They initiate, plan, support, and drive projects to elevate the quality and efficiency of the customer interactions, and further the contribution to the business results. To do so, the GMS Manager Operations partners with internal stakeholders such us Training, Analytics, Communications, and Technology, as well as with external protagonists in areas such as Billing, Strategic Operations, Marketing, and brand leadership.
They function as a cutting point between external customer service vendors and the brand and shared services POCs. With a focus on customer service vendors, they take a supportive and consulting position, letting these partners thrive in the outcome of their work.
Inside the organization the GMS Manager Operations serves as a functional lead, POC and multiplier for their colleagues.
The Manager Operations, EU will report to the Director, Operations, EU.
What you will do:
- Partner with Director, Operations, EU on short and long-term operational strategic plans, projects, and organizational Operations structure
- Assist with research of potential partners and opportunities.
- Protect the reputation of the company and its brands and ensure all Operations actions are in alignment with our company policy
- Partner with global Operations stakeholders to establish and formalize quality and add-value expectations for member interactions
- Demonstrate proactive and progressive leadership regarding customer experience initiatives, resulting in a significant contribution to organizational growth and profitability through increased customer satisfaction, engagement, loyalty, and innovation.
- Close collaboration with Director, GMS Brand Management, Training, Quality and other relevant stakeholders to ensure an aligned and most effective and efficient levels of service
- Close collaboration with the local GMS Member Experience teams to enhance Operations and develop data-based strategic projects that will enhance Operations Member Satisfaction and understanding.
- Close collaboration with the GMS Brand Coordination team to adapt and enhance Operations service to match local Brands expectations and objectives.
- Implement performance & project wide-sharing between EU and NA zones in order to better implement global initiatives and global collaboration.
- Partner with brand and TSOS stakeholders in relevant areas such as billing, member segmentation and others, suggest, drive, support, and execute initiatives
- Support peers in local GMS Operations as a functional lead
- Oversees the day-to-day operations
- Oversees the Tier2 team, a group of CSRs with elevated knowledge and skill to serve escalations and complicated cases
- Strong involvement in managing and developing our external Operations partner teams
- Coordinate with WFM about optimal shift planning and HC use
- Serves as an escalation point for critical customer service issues and responsible for efficient resolution as it pertains to the customer experience
- Review stats and numbers, tact. Operations Management (balance out WFM vs. Fin vs. site needs); analyzing deviations and performing root-cause analysis
- Report on key areas of performance metrics and evaluate current reporting measurements and makes continuous improvements as needed
- Conduct regular meetings with our local Operations teams ((huddle, tactical meetings, global Ops, TL, agent focus groups etc.)
- Taking care of testing and implementation of newly developed processes and tools in coordination with local GMS Leadership team and GMS SLT team.
- Operations internal invoice management
- Oversee and manage the GMS portion of the billing process
What you bring:
- Comes with experience working in a customer service or contact center environment with an operational member service organization.
- Fluent in English and Spanish; basic understanding of a third language preferred
- Shows the ability to influence key stakeholders across the company at all levels. Forges strong, diverse relationships in a matrix environment. Engages teams through his/her enthusiasm and excitement about the business.
- Inventive and pro-active with new, value
- and efficiency-driving ideas
- Act proactively in taking appropriate steps to continue projects and address new tasks with mínimal direction from others. Creative and strategic thinker
- Celebrates with individuals and teams for achieving significant milestones and
