Support & Services Manager
With a team of 5 direct employees, the Services Manager will be responsible for managing service level agreements with customers and external service providers across EMEA and APAC.
The Support & Services Manager will have responsibility for selecting, on boarding and managing 3rd party external call centres to ensure customer needs, including language and operating hours are fully supported to deliver exceptional customer service.
The person will motivate their team to find successful solutions to manage store roll outs, provide innovative training solutions, expert technical support and customer escalation resolutions. As Services & Support Manager you will provide guidance to your team for successful client engagement and delivery while enabling growth in market share through strategic efforts with the Sales, Product and Marketing teams.
Strong relationship building skills
Develop top talent by leading regular succession planning and having robust performance /coaching conversations
Results driven to ensure best practices are in place and achieve the highest standards within daily operations
Understand how external trends can contribute to our service continuing to serve the business effectively.
Actively work in partnership with various cross-functional stakeholders
Analyse and translate data into key strategic inputs and insights to drive decision making with stores and call centres.
Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning and cost / benefit analyses.
Selecting and negotiating with vendors to agree on best price, quality and delivery.
Recommending efficient time-saving project production flows.
Follow business practice guidelines and communicate to management existing or potential challenges.
3rd level qualification in Business/ Sales field or equivalent.
7+ years experience in a management role in a service industry.
Excellent knowledge of Word processing
Ability to manage multiple priorities ad implement change.
Strong people management /leadership skills
Proven ability in leading a culture of continuous improvement.
Some international travel as required
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.