Assistant Operations Manager

Описание

Assistant Operations Manager
THE EXPERIENCE MATTERS

C3i Solutions is a business process outsourcer specializing in global, high-touch consumer, patient and end user engagement. Our network of global contact centers provides unparalleled, 24/7, multi-lingual support to customers in over 175 countries. Since we had opened an office in Sofia in 2005, we are constantly attracting talented people and help them develop their potential. To ensure the expansion of the company we opened a new office in Varna.

Job Summary

The Assistant Operations Manager will be responsible for assisting the Operations Manager in managing help desk personnel and all operational functions related to providing the level of support as outlined in the Service agreement.

Responsibilities:

• Manage staff to ensure service levels are protected across all service bands
• Conduct performance appraisals, developing professional development plans, and creating performance incentive programs
• Work with HR on disciplinary action to staff
• Determine staffing requirements based on changing support environment
• Coordinate with Acct Team to forecast call volume based on trends so far and upcoming events
• Change Management of adding new dedicated pods
• Knowledge Development & Maintenance
• External focus on customer’s priorities/needs
• Mentoring of all account Supervisors
• Participate in recruiting of Help Desk staff as needed and provide input/feedback to Operations Manager on potential candidates.
• Help to identify staffing requirements based on forecasted call volume, projects, etc
• Ensure Help Desk Analysts meet efficiency requirements, as laid out by management
• Build/adjust staff model based on forecast
• Build and adjust schedule across all functions
• Queue monitoring
• React to short term staffing issues (people out, holidays, call spikes, etc.)
• Ensure effective execution of all Training Initiatives for the Help Desk team making sure they are consistently aware of all changes to existing policies and procedures
• Engage in QA / QC activities as needed
• Maintain deep understanding of the Client technical / business environment




Job Requirements:

• University Degree (Business, Computer Science, related disciplined or equivalent combination of professional experience)
• Excellent oral and written communication skills in English – C1
• Strong analytical and reporting skills
• Strong understanding of customer service delivery
• Superior organization and prioritization skills
• Strong interpersonal skills
• Ability to delegate and monitor tasks to subordinates
• Strong presentation and organizational skills
• Ability to be flexible to changes in shift schedules as directed by management

What we offer:

• Professional on-boarding and on-going trainings
• Opportunity for career progression with leading US Company
• Competitive salary and performance bonuses
• Social benefits package
• Vibrant environment

Are you willing to build up your career with us? - We’ll be happy to receive your resume in English!

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*The Common European Framework of Reference for Languages
** Only candidates selected for interview will be contacted

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. Варна

Адрес:

ж.к. Бизнес парк София, Сграда 7 , вх. Б, ет. 1, София 1766

Дата:

20.06.2018

Организация:

Си 3 ай Европа ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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