HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.
In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.
Due to our growing business needs we are looking for:
Associate Manager - Customer Support
German: C1 - C2
HCL BSERV Healthcare is looking for the above position for its client, a large European based office supply company. The client provides office products and services
This position is responsible for the management of the daily operations using resources responsibly for meeting customer service targets and planning areas of improvement and development. This will be demonstrated by achievement of defined service levels within customer. They will provide leadership to Team Supervisors to develop, motivate and inspire staff to maximize customer experience. Works closely with operations contacts and support groups to define and implement processes that support Customer Care objectives.
Essential Duties and Responsibilities:
•Manage day-to-day operations and directs the team responsible for the German Voice and Non-Voice Teams of a retail office supply project
•Manage and meeting performance targets for contact rate, penetration rate, PTP, Collection rate, average handle time, Client SLA, quality and customer satisfaction
•Manage a group of Team Leads responsible for management of calling agents. Handles Team Leaders as direct reports
•Ensure good integration with back office and voice operations for proper execution of end-to-end processes
•Ensure quality and efficiency measures are met within the team and in accordance with service level agreements
•Provide coaching and feedback to direct report positions to ensure satisfactory performance levels
•Use business tools and retail industry knowledge to identify problem areas and document business requirements
•Identify and recommend operational and technological tools to improve efficiency
•Work with operations and information technology personnel to resolve issues and improve operational efficiency
•Establish and maintain effective work procedures
•Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge
•Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.
•Plan and monitor operations initiatives to improve the efficiency and effectiveness of both back office and voice process
•Review and ensure processes are in compliance with internal policies and external regulations.
•Respond to escalated issues regarding performance and quality.
•Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
•Interface and coordinate with various stakeholders
The minimum education requirements are:
•Bachelor’s degree in any stream (may substitute two years of relevant experience per one year of required education)
The minimum experience requirements are:
•Five to eight years of relevant work experience
•Five years of experience supervising professional workgroups
•Experience in managing customer/supplier relationships
SKILLS AND COMPETENCIES
•Exceptional leadership skills, including the ability to manage through a shared vision and path to success
•Detailed understanding of collection strategies and collection drivers.
•Ability to create, communicate and manage SLA metrics that support operational targets
•Excellent problem solving skills and ability to use good judgment to make decisions
•Possess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and management
•Strong analytical skills and desire to research problems to seek resolution
•Exceptional verbal and written communication skills
•Exceptional customer service abilities to handle difficult customers
•Proficiency in Microsoft Office suite
•Work effectively in a team environment
•Strong time management and organizational skills
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
•Operating in a fast-paced professional office environment
•May require domestic and overseas travel
•Position may include an alternating weekend day as part of the regular weekly schedule
•Use of a PC, computer terminal and/or telephone over 4 hours a day
•C1/C2 German in both speaking and writing
•Proficient in speaking and writing in English
•Entwicklungsmöglichkeiten in einem internationalen Unternehmen
•UNTERSTÜTZUNG BEI EINEM ORTWECHSEL