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Projektbeschreibung
Escalations Manager (f/m)
Harvey Nash are a global Professional Services provider in the areas of Technology and Engineering Recruitment and Outsourcing. For our client, a global travel company in Hamburg we are currently looking for a Escalations Manager (f/m) to join on the basis of a long-term freelance relationship.
Project Start:01.04.16
Project duration:12 Months++
Location: Hamburg
Responsibilities
*Managing performance of multiple outsourcing teams handling all levels of escalations and help desk contacts to meet stated KPIs and associated cost goals.
* Create and manage effective de-escalation strategies and SLAs across all contact channels, acting as the focal point for Claims
* Developing, tracking and performing audits on Agent performance against Brand expectations related to contact handling (quality monitoring) and process adherence.
* Working with the Quality Manager and Analyst to perform vendor calibration on audit results with two outcomes: performance improvement and financial restitution.
* Recommendations and development of training for vendor staff based on audit results, escalations and root cause analysis to reduce errors, reduce escalation costs and increase CSAT.
* Recommending and driving process improvements to business transformation and program leads, based on audit and escalation results and root cause analysis.
Requirements:
* Increasing levels of responsibility in a Customer Care contact center environment.
* Strong leadership skills, with a proven ability to coach, influence and mentor others.
* Ability to plan, prioritize and execute on multiple projects impacting the financial accountability and quality performance of Customer Care vendors.
* Application of analytical thinking, leading to the recommendation of appropriate solutions.
Languages :
* Very good English and German is required for team communication and documentation.
If you are interested and available immediately, please do send us your updated CV, your availability and your hourly rate (all-in) for Hamburg.
Mrs Chiara Carl
[email protected]
Tel.: +49 (0) 89 839306-21
Harvey Nash are a global Professional Services provider in the areas of Technology and Engineering Recruitment and Outsourcing. For our client, a global travel company in Hamburg we are currently looking for a Escalations Manager (f/m) to join on the basis of a long-term freelance relationship.
Project Start:01.04.16
Project duration:12 Months++
Location: Hamburg
Responsibilities
*Managing performance of multiple outsourcing teams handling all levels of escalations and help desk contacts to meet stated KPIs and associated cost goals.
* Create and manage effective de-escalation strategies and SLAs across all contact channels, acting as the focal point for Claims
* Developing, tracking and performing audits on Agent performance against Brand expectations related to contact handling (quality monitoring) and process adherence.
* Working with the Quality Manager and Analyst to perform vendor calibration on audit results with two outcomes: performance improvement and financial restitution.
* Recommendations and development of training for vendor staff based on audit results, escalations and root cause analysis to reduce errors, reduce escalation costs and increase CSAT.
* Recommending and driving process improvements to business transformation and program leads, based on audit and escalation results and root cause analysis.
Requirements:
* Increasing levels of responsibility in a Customer Care contact center environment.
* Strong leadership skills, with a proven ability to coach, influence and mentor others.
* Ability to plan, prioritize and execute on multiple projects impacting the financial accountability and quality performance of Customer Care vendors.
* Application of analytical thinking, leading to the recommendation of appropriate solutions.
Languages :
* Very good English and German is required for team communication and documentation.
If you are interested and available immediately, please do send us your updated CV, your availability and your hourly rate (all-in) for Hamburg.
Mrs Chiara Carl
[email protected]
Tel.: +49 (0) 89 839306-21
Projektdetails
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Einsatzort:
Hamburg, Deutschland
-
Projektbeginn:
asap
-
Projektdauer:
Keine Angabe
- Vertragsart:
-
Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Ingenieurwesen/Technik
Harveynash
