Sobre o nosso cliente
Our client is a multinational company working within the Outsourcing sector looking for a Customer Service Manager to support the consolidation of a French speaking team and its respective clients.
Descrição
Reporting directly to the Contact Center Manager, the Business Manager achieves his/her targets with the assistance of all Transcom support functions.
* The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.
Additional responsibilities may be added as the needs of the business change and expand:
* Deliver accurate data to produce the forecast.
* Develop realistic budgets.
* Be in charge of Team Leader development and support, and define their training needs, as well as the respective recruitment needs.
* Set and follow up on quality and quantity targets for the allocated Clients/projects and keep a regular interaction with clients.
* Have a deep understanding of the price structure and the profitability goals and communicate it clearly to the business unit.
* Prepare and/or support preparation for commercial negotiations.
* Plan and implement expansions to current business as well as new businesses.
* Create an open and energetic culture within the business unit.
* Continuously review procedures and implement improvements.
Perfil ideal
* Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry.
* Have Client Relations and/or Sales contact experience - CRM outsource businesses.
* Have a good understanding of CRM best practice and markets.
* Have experience in direct/consumer marketing.
* Manage your time effectively and be focused on setting clear objectives and priorities.
* Have experience with P&L management and associated financial practices.
* Have worked in a performance driven environment before.
* High intermediate (B2) level of English and fluency in French.
* Be self-motivated and commercially minded.
* Have effective leadership skills impacting people behaviour including those that do not report directly to you.
* Have effective analytical skills to analyse results and make decisions based on facts and figures.
* Take ownership for quality, competence and commitment.
* Enjoy/thrive on autonomy within the franchise framework and be results focused.
Vantagens
A great opportunity for professional growth that includes the following benefits:
* Meal Allowance.
* Annual bonus.
* Support in Health Insurance.
* Flexible working hours (hybrid home-office policy).
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