Operations Manager with Italian&English in Oradea

Requirements:Experience in working with people on different levels Previous experience, minimum 3 years leading experience - in the role of Team Leader or above (Team Coordinator/Team Manager) in SYKES Thorough understanding of best practices in customer and client service environments covering people, processes, and technology Higher/further educational qualification or the equivalent Proficient level of English Proficient level of Italian Client management previous experience is a big plus Strong influencing skills and ability to influence outside areas of direct control Technical or specific skills (e.g. technical, computer) Excellent leadership and people management skills Able to prioritize workload to meet challenging deadlines and ability to multitask. Experience in working to achieve and exceeding client expectations, KPIs and Service Level Agreements Proficient with writing reports, business correspondence and procedure manualsJob Description and Responsibilities:Acts as the primary interface between SYKES and the client's department(s) Identifies problems, analyses trends and implements corrective and preventive actions Translates client requirements into practical local level goals and objectives Ensures the team(s) has/have complete awareness and understanding of all SLA’s, KPI’s and business objectives Prepares, implements maintains and reviews existing client projects Sustains and grows business partnerships with clients by offering proactive solutions Achieves and exceeds client service level agreements Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the proper action when necessary Accountable for the performance of supervisors by coaching, creating and maintaining development plans, setting objectives, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making Completes, maintains and processes pertinent paperwork and records Responsible for ensuring that all related prices, costs etc. are kept up to date Adheres and reinforces SYKES policies and values Measures and tracks financial performance against forecast and budget Makes various decisions relating to new and existing business within their client group Makes decisions relating to customer service and/or technical support issues Makes budgetary decisions


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