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Business Process Outsourcing (BPO) provider B2X Care Solutions specializing in customer care solutions has opened its door for a General Manager (EMEA).
The Role:
This is important and influential roles within the EMEA organization reporting directly to the Regional VP and being the main interface to key customer, responsible for delivering the commitment made to the customer.
It is a high-pressure complex but rewarding role with high levels of autonomy. To be successful in this Role you will need to be highly skilled and experienced in both service operations and general management that can both see the bigger picture while being able to dig to the lowest level of details including getting hands on with the job.
Your key responsibilities:
Responsible for company P&L.
Achieving targeted profitability level (cost cut & expenses control)
Compliance to legal requirements & contractual specifications
Active search for new opportunities on aftersales support market
General management (contract management, supply and logistics processes, cash desk and inventory check supervising)
Local service team management, coaching and mentoring in line with B2X standards, customer expectations and process
Foster program development and support to the regional staff to ensure success
Interface directly with customers on a regular basis and become first point of contact for support or escalation
Display expert technical knowledge in all of the service elements, including deployment and systems knowledge
Your qualifications / experience:
Profound knowledge of service, repair and after-sales processes in the consumer electronics industry
Degree in a Master of Science program or a comparable well-founded technical and/or commercial education
Minimum of 5 years of successful management experience in after-sales service (mobile phone repair)
Superior negotiating and team management abilities, combined with result orientation, assertiveness and resilience
Experience with KPI reports handling and analysis
Fluent English in written and spoken form
Self-starter with ability to work autonomously
Expertise of MS Office applications – Excel, Outlook, PowerPoint
What we offer:
A versatile, international area of responsibility with which you are at the pulse of the company and have the opportunity to influence crucial decisions
A multi-cultural environment
An open-minded, positive and motivated environment with flat hierarchies and short decision paths
The ability to work independently and possibility to contribute your talents and plenty of room to make something happen
This is a Moscow based position but with responsibility for sites and teams in Saint Petersburg.
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