Relentlessly committed to your ambition!
We’re CX fanatics, as passionate about our clients as their fans are. It’s why the most-loved brands in the world rely on us. You'll find us behind the brilliance of disruptive e-commerce players, category redefining fintech’s, technology legends, and more.
Our people are our greatest strength. Ambitious, committed, savvy, and always looking for the best way to make sure the work gets done.
City Connect is part of the Transcom Group since August 2021. It is an omnichannel customer experience specialist with operations in Croatia, North Macedonia, and Slovenia with more than 1200 employees.
Connect with us and become part of our amazing story as our Operational Director.
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The Customer Service Operational Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process, and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.
The role has significant levels of responsibility and accountability for operational delivery.
The Customer Service Operational Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)
Our clients are global leaders in their industries (telecom’s; travel; e-commerce; tech) out of which some are blue chip companies.
What’s in it for YOU!
● A strategic position driving growth in one of our operating countries
● Personal and professional development directly responsible for the team of 500+ fun employees with strong growth
● Well above market compensation and benefits
● Health insurance compensation
● An international and diverse work atmosphere
● A knowable, highly motivated, high achieving, experienced and FUN team
What YOU will be doing:
● Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
● Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
● Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
● Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
● Empower and Engage the Customer Service Team
● Drive better sales through service
● Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board
● Define, negotiate, and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.
● Partner with Client relations to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams.
What we are looking for from YOU:
● You are fluent in English language (German is a plus)
● Extensive experiencing of managing operational customer service teams
● Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
● Proven Management and/or relationship management experience at a senior, strategic level role.
● Established track record of exceeding targets.
● Able to develop strategy and make recommendations.
● Demonstrate ability to motivate and communicate with others at all levels.
● Influential relationships skills. Able to use these relationships to deliver service improvements
● Excellent communication and negotiation skills.
● Able to adapt and succeed in a changing environment.
● Evidence of well-developed leadership skills.
You are bold enough!? Connect with us and become part of our amazing story!
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