Manager - Service Centre

Role: Centre Manager( Under Randstad Payroll)

Role & Responsibilities:

- Ensuring the efficient and effective operation of the Service Center.

- Elaboration and implementation of strategies for the development of the Service Center.

- Ensuring efficient and effective human resources services.

- Ensuring efficient logistical services, including office procurement.

- Information and communication management.

- Improve customer service experience, create engaged customers and facilitate organic growth.

- Take ownership of customers issues and follow problems through to resolution.

- Set a clear mission and deploy strategies focused on that mission.

- Develop service procedures, policies and standards.

- Keep accurate records and document customer service actions and discussions.

- Analyse statistics and compile accurate reports.

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

- Keep ahead of industrys developments and apply best practices to areas of improvement.

- Control resources and utilize assets to achieve qualitative and quantitative targets.

- Adhere to and manage the approved budget.

- Maintain an orderly workflow according to priorities.

Expectations from the Candidate:

- Proven working experience as a customer service manager, Center manager.

- Experience in providing customer service support

- Excellent knowledge of management methods and techniques

- Proficiency in English

- Working knowledge of customer service software, databases and tools

- Awareness of industrys latest technology trends and applications

- Ability to think strategically and to lead

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation