Remote Resolutions Manager - Home Furnishing Sector

Remote Resolutions Manager (15-20 yrs)

- we are looking for only diversity (female candidates) for this role.

- Minimum 5 years of experience in leading and managing leaders, including profit/loss responsibility.

- Experience of multi-channel retail customer experience, preferably within home furnishing sector.

- As a function head, responsible for securing customer experience and drive people agenda to secure coworker experience

- General knowledge of the contact centre (BPO) industry and in particular the customer care function within globally steered organisations

- Work closely with Remote Sales Manager to drive sales agenda for the unit.

- As a Steering Member of Remote Customer Meeting Point (RCMP) contribute to the growth strategies of the unit & sustaining an environment which promotes Togetherness, Customer First approach & Continuous improvement mindset within RCMP.

- Work closely with various stakeholders within Retail for a first-time-right goal for the customers and improve mean time to resolve.

- This is a function head role and will have Remote Area Manager(s) reporting in to her/him (then the entire hierarchy - TLs, specialists, generalist etc..)

- Strong knowledge of Resolutions services in a remote environment, including reactive and proactive and its contribution to business growth

- Strong knowledge of the drivers of customer satisfaction, with special focus in omnichannel environments

- Solid commercial acumen

- Ability to direct efforts to set and achieve long-ter business objectives through matrix leadership

- Strong interdependent leadership skills with the ability to build trustful relationship

- This is a day shift role.