To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in Germany.
What we seek:
1. Manages frontline operation teams to ensure operational excellence and excellent customer service.
2. Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs and service quality standards.
3. Develop a productive and achievement oriented working environment for employees resulting in high engagement scores.
4. Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
5. Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments and the like in ensuring that L1 and L2 operations are functioning at its optimum.
Additional Responsibilities:
6. Complete ad-hoc assignments from CX Functional team.
7. Contribute to the Lalamove growth in Germany
8. Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)
What you'll need:
9. Degree holder with a proven track record of stakeholder management
10. Proficiency of computer skill in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
11. Ability to communicate effectively with people at different levels
12. Ability to develop, implement and review policies and procedures
13. At least 4 years work experience in customer service field, with a minimum of 1 year in team management capacity
14. A sound knowledge and understanding of contact centre management principles
15. Excellent command of written and communication skills in English, (enter other language requirement here)
16. Experience in a logistics or start up environment would be an advantage
17. Experience in multi-location, multi-culture environment is a plus
To all candidates- Lalamove respects your privacy and is committed to protecting your personal data.This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: