Cartier is looking for a Client Relations Center Manager.
The Client Relations Centre Manager is responsible for the building & development of the Client Relations Center in collaboration with 3rd party provider. Their mission is to drive Client Relations Centre peformance and culture through established values and customer service standards.
Key responsibilities:
- Managing Operations
- Managing Client Relations Centre operations in line with Cartier and Group CRC strategy, ensuring both qualitative and quantitative targets are met;
- Managing Regional implementation of Cartier and Group initiatives and projects, providing input and feedback for continuous optimization and development;
- Oversee the monitoring and evaluation of operational policies and procedures including; setting goals, standards and benchmarks to evaluate staff performance, and employee/customer satisfaction;
- Maintaining a constant and thorough flow of relevant information from and to all CRC stakeholders;
- Stay up-to-date with Contact Center and Customer Services trends and new technologies, and make recommendations to respond to any emerging gaps that are not otherwise addressed;
- Supporting e-Commerce business as conducted through the Client Relations Centre including order processing and follow-up, product transfer requests, client outreach, productivity incentive management, etc.;
- Supporting e-Commerce Manager in annual budgeting process, providing activity and evolution forecasts.
- Performance management
- Manage adequate staffing levels to meet both quantitative objectives as well as budget standards;
- Actively monitoring CRC KPI’s ensuring all metrics are in line with global reporting standards;
- Provide regular reporting of Client Relations Centre activity and key performance results to senior management;
- Identify, implement and manage critical key performance indicators, so business objectives are consistently achieved;
- Create an environment of continuous improvement by acting on opportunities to improve processes systems based on efficiency;
- Monitor team interactions across all media (phone, email, chat, social media, etc.) to ensure all Client Relations goals are met and exceeded.
- Team Management
- Recruiting, managing and coaching a team of Ambassadors to ensure quality and productivity targets are met;
- Overall responsibility for the development of the Client Relations Ambassadors in collaboration with partner and L&D team:
- Write and conduct annual performance evaluations for Ambassadors, review performance evaluations and action plans;
- Provide guidance, advice, and support to employees at all levels by acting as the subject matter expert;
- Animate, develop strong service culture, motivate the Client Relations team, and sustain that approach on a day to day basis, provide support and guidance as necessary.
Pre-requisites for the job:
- Areas of competencies
- Excellent communication skills and ability to work in a complex, multi-cultural environment in a global organization;
- Proven ability to create and sustain positive relationships with ability to manage teams/people outside of direct control;
- Seasoned and knowledgeable about customer service, continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making;
- Business sense.
- Specific knowledge
- Extensive knowledge of contact center management tools such including CRM, Interaction Management, telephony and social media management;
- Knowledge of quality monitoring tools and customer satisfaction strategies.
- Professional experience
- +3 years management experience, directly related to call center /customer service management experience, preferably in the retail / e-Commerce industry;
- Progressive growth and experience within the call center industry.
