(AFO124) DIRECTEUR DE CENTRE DE CONTACTS (manager de transition) - Barcelone - Aplicar
Responder al anuncioNotre Client Externalisation relation client
Prestataire en gestion de la relation client de dimension internationale recherche un/e :
DIRECTEUR DE CENTRE DE CONTACTS H/F
Espagnol & Anglais courants
Manager de transition (3 mois environ)
Barcelone, Espagne
Le Poste Direction
Vous :
• Pilotez la production, la qualité et la rentabilité de plusieurs grands comptes donneurs d’ordre en multi lingue, multi activités (télévente, service client, réclamations, fidélisation, antichurn, back-office, . . ) et multi canaux (téléphone, e-mail, réseaux sociaux, . . )
• Auditez rapidement la situation afin de préconiser des changements (recrutement de managers (interne, externe),
processus managériaux et culture managériale, systématisation du pilotage des comptes clients donneurs d’ordre avec montée en compétences, …)
• Déployez les améliorations préconisées
• Managez, animez, faites monter en compétences, conduisez le changement dans un contexte très multi culturel +100 conseillers clientèle + les managers (superviseurs et chefs de plateau)
• Managez, animez les fonctions support (RH, formation, qualité, WFM, IT), veillez à la qualité de la Communication inter services et à son amélioration continue
• Animez les relations aux IRP et veillez à la qualité du climat social
• Fédérez l’ensemble des équipes au service d’une vision commune
• Pilotez la rentabilité globale du centre de contacts
• Professionnalisez, unifiez, fédérez le management à tous les niveaux hiérarchiques et apportez de l’homogénéité dans les processus managériaux
Profil recherché pour cette offre d'emploi
De formation supérieure, vous avez :
• Une expérience de 2 ans de directeur de centre de contacts,
de préférence multi culturel et multi clients donneurs d’ordre chez un prestataire
• Une expérience de la relation aux IRP et de la responsabilité de qualité d’un climat social
• Un profil de directeur de centre connecté en permanence à la Production, à même de faire monter en compétences vos N-1 et d’orchestrer la montée en compétences de tout l’encadrement
• L’expérience de la responsabilité de la relation au client donneur d’ordre et du pilotage de la rentabilité des comptes
• D’excellentes capacités de prise de recul afin de développer une vision et une capacité de pilotage global du centre de contacts en lien avec les fonctions support (RH, IT, qualité – formation, recrutement, WFM)
• De la rigueur, de bonnes capacités d’analyse, de synthèse et de prise de décision
• Une personnalité d’animateur et de fédérateur d’équipes
• Un espagnol courant+ et un anglais courant
El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo. es/empleo/111534401/afo124-directeur-centre-contacts-manager-transition-barcelone-aplicar-barcelona/? utm_source=html
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(AFO124) DIRECTEUR DE CENTRE DE CONTACTS (manager de transition) - Barcelone - Aplicar
Barcelona
Barcelona, Catalonia, ES
Notre Client Externalisation relation client
Prestataire en gestion de la relation client de dimension internationale recherche un/e :
DIRECTEUR DE CENTRE DE CONTACTS H/F
Espagnol & Anglais courants
Manager de transition (3 mois environ)
Barcelone, Espagne
Le Poste Direction
Vous :
• Pilotez la production, la qualité et la rentabilité de plusieurs grands comptes donneurs d’ordre en multi lingue, multi activités (télévente, service client, réclamations, fidélisation, antichurn, back-office, . . ) et multi canaux (téléphone, e-mail, réseaux sociaux, . . )
• Auditez rapidement la situation afin de préconiser des changements (recrutement de managers (interne, externe),
processus managériaux et culture managériale, systématisation du pilotage des comptes clients donneurs d’ordre avec montée en compétences, …)
• Déployez les améliorations préconisées
• Managez, animez, faites monter en compétences, conduisez le changement dans un contexte très multi culturel +100 conseillers clientèle + les managers (superviseurs et chefs de plateau)
• Managez, animez les fonctions support (RH, formation, qualité, WFM, IT), veillez à la qualité de la Communication inter services et à son amélioration continue
• Animez les relations aux IRP et veillez à la qualité du climat social
• Fédérez l’ensemble des équipes au service d’une vision commune
• Pilotez la rentabilité globale du centre de contacts
• Professionnalisez, unifiez, fédérez le management à tous les niveaux hiérarchiques et apportez de l’homogénéité dans les processus managériaux
Profil recherché pour cette offre d'emploi
De formation supérieure, vous avez :
• Une expérience de 2 ans de directeur de centre de contacts,
de préférence multi culturel et multi clients donneurs d’ordre chez un prestataire
• Une expérience de la relation aux IRP et de la responsabilité de qualité d’un climat social
• Un profil de directeur de centre connecté en permanence à la Production, à même de faire monter en compétences vos N-1 et d’orchestrer la montée en compétences de tout l’encadrement
• L’expérience de la responsabilité de la relation au client donneur d’ordre et du pilotage de la rentabilité des comptes
• D’excellentes capacités de prise de recul afin de développer une vision et une capacité de pilotage global du centre de contacts en lien avec les fonctions support (RH, IT, qualité – formation, recrutement, WFM)
• De la rigueur, de bonnes capacités d’analyse, de synthèse et de prise de décision
• Une personnalité d’animateur et de fédérateur d’équipes
• Un espagnol courant+ et un anglais courant
El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo. es/empleo/111534401/afo124-directeur-centre-contacts-manager-transition-barcelone-aplicar-barcelona/? utm_source=html
Welcome to hacendo.com
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Information about your activity on this service (such as forms you submit, content you look at) can be stored and combined with other information about you (for example, information from your previous activity on this service and other websites or apps) or similar users. This is then used to build or improve a profile about you (that might include possible interests and personal aspects). Your profile can be used (also later) to present advertising that appears more relevant based on your possible interests by this and other entities.
Use profiles to select personalised advertising
Advertising presented to you on this service can be based on your advertising profiles, which can reflect your activity on this service or other websites or apps (like the forms you submit, content you look at), possible interests and personal aspects.
Information about your activity on this service (for instance, forms you submit, non-advertising content you look at) can be stored and combined with other information about you (such as your previous activity on this service or other websites or apps) or similar users. This is then used to build or improve a profile about you (which might for example include possible interests and personal aspects). Your profile can be used (also later) to present content that appears more relevant based on your possible interests, such as by adapting the order in which content is shown to you, so that it is even easier for you to find content that matches your interests.
Use profiles to select personalised content
Content presented to you on this service can be based on your content personalisation profiles, which can reflect your activity on this or other services (for instance, the forms you submit, content you look at), possible interests and personal aspects. This can for example be used to adapt the order in which content is shown to you, so that it is even easier for you to find (non-advertising) content that matches your interests.
Information regarding which advertising is presented to you and how you interact with it can be used to determine how well an advert has worked for you or other users and whether the goals of the advertising were reached. For instance, whether you saw an ad, whether you clicked on it, whether it led you to buy a product or visit a website, etc. This is very helpful to understand the relevance of advertising campaigns.
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