Call Center Operations Manager

TN Italy; Roma; In loco; EUR 35.000 - 60.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a dynamic Customer Experience Manager to lead their call center team in Rome. This pivotal role involves managing customer relationships, enhancing service processes, and collaborating with various departments to elevate customer satisfaction. Join a rapidly growing company that values diversity and innovation, and be part of a team dedicated to reimagining car ownership. If you're passionate about customer experience and eager to make a difference, this opportunity is perfect for you!

Servizi

Private Health Insurance

Free Coffee and Beverages

Ongoing Training and Development

Competenze

• 3+ years of experience in a managerial customer experience role.
• Strong data and analytical skills for optimizing processes.

Mansioni

• Lead the call center team to ensure effective customer service.
• Develop initiatives to improve customer loyalty and satisfaction.

Conoscenze

Customer Experience Management

Team Leadership

Communication Skills

Analytical Skills

Organizational Skills

Formazione

Bachelor's Degree in Business Administration

Descrizione del lavoro

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FlexAuto is growing rapidly and we are looking for a Customer Experience Manager to join our premises in Rome, Italy. This position is key to the “engine” of our Business Operations team.

Who We Are

We are well on our way of executing our vision to reimagine the way consumers own a car, enabling them to access the vehicle they always dreamed of in a flexible and accessible way, providing a superb, all inclusive service. At FlexCar, we minimize advance payments, eliminate security deposits, and offer the ultimate flexibility with regards to lease duration - without any hidden fees, commitments, or charges. Launched in 2018, we are now amongst the fastest growing scale ups in Europe. We are constantly looking for aspiring people & minds that are eager to be part of an exciting journey and a very strong professional team. If you want to be part of that, get on board!

People at FlexAuto

Our people are our most valuable asset and what keeps us going, so we pay close attention to who we bring onboard. We are an equal opportunity employer and we take pride in celebrating our team’s diversity and inclusion. Therefore, we are looking for genuinely good and motivated people with appropriate ethics that are eager to solve problems and excited to be part of a growing team and company.

Position Summary

FlexCar focuses on providing innovative services and an excellent customer experience to it's clientele. We are, therefore, looking for an experienced and dynamic Call Center Manager who will take the lead of our customer service (call center) team. The new team member will act as a liaison between the company departments and the call center team, aiming to ensure outstanding customer management and team development.

Responsibilities

• Manage and lead the call center team to ensure prompt and effective customer service.
• Develop and implement customer-centered initiatives designed to drive loyalty and improve the customer experience.
• Coordinate with multiple teams within the company, including sales, customer service, and finance, to ensure seamless customer experiences.
• Define key performance metrics and develop strategies to measure and improve customer satisfaction and retention.
• Implement and lead the development of customer service processes to ensure timely and effective customer resolution.
• Manage high-value customer relationships to ensure the achievement of customer expectations
• Develop and present reports on key customer metrics.
• Strategic planning to effectively develop and train the call center team to achieve optimal performance.
• Guide and support Customer Experience Specialists in developing their skills and potential.

Requirements

• Bachelor's degree in Business Administration or equivalent related experience and education
• At least 3 years of experience in a Managerial customer experience management role, or a related field, preferably within a call center environment.
• Demonstrated ability to develop and optimize customer-centered processes and systems.
• Excellent communication and teamwork skills, and ability to operate effectively in a fast-paced environment.
• Strong data and analytical skills.
• Strong documentation, organizational, and presentation skills.
• Excellent command of the Italian / English language (both written and spoken).
• Exceptional people management skills.
• Ideally an automotive enthusiast!
• Opportunity to work in one of the fastest-growing scaleups
• A working environment with an amazing culture that is based on Respect, Fairness, and Transparency
• Private Health Insurance
• Free coffee and beverages
• Ongoing training and development

All applications will be treated in utmost confidence and will only be seen by members of our recruitment team.

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