Customer Operations Manager
Lead the successful establishment of all aspects of the RCCs operations
Develop and maintain strong knowledge of the customer's business, expectations and requirements.
Act as an escalation point for any RCC issues or customer complaints.
Work with the team to ensure continued suitability of activities to the RCC environment and actively promote off-shoring when/where appropriate - have a clear focus on optimal cost and resource models.
Recruits and retains capable people
Provides regular constructive feedback and coaching to employees
Objectively assesses team members' skill level
Develops action and development plans to grow team member skills
Fosters an environment that enables people to achieve their highest potential
Seeks and is open to feedback from others
Builds and maintains effective relationships with customers, suppliers and other departments
Focuses on the needs of customers and seeks to meet and exceed expectations
Drives the team to meet operational targets and service level requirements.
Collaborates internally to provide customer service
Identifies issues, problems and opportunities
Gathers information and analyses cause and effect
Quickly and practically solves problems
Implements corrective action and changes processes to eliminate problems
Establishes effective work processes, measures and key performance indicators.
Uses all the team's skills to solve problems
Deploys resources appropriately to solving the problem
Creates awareness of the problem, solution and action taken
Demonstrates a positive attitude to change
Generates enthusiasm and ideas for change within the team.
Takes personal ownership for leading change
Makes self-available and is highly visible to the team
Identifies and overcomes barriers to change
Communicates clear change goals and updates progress regularly
Seeks opportunities to improve existing routines or processes
Plans and carries change through to completion
Recognises and rewards team involvement in the change
Minimum of 5 years' experience in logistics/supply chain operations environment at a senior level.
Proven track record of demonstrating strong leadership skills
Experience in a fast paced dynamic organisation
Self-directed working style
Results driven with excellent attention to detail with the ability to identify and resolve problems quickly - strong decision making skills.
Strong time management and organisation skills to manage several concurrent projects and priorities.
An analytical and questioning mind and exceptional communication skills
Availability to travel nationally and internationally as required.
Qualification in Logistics or Business very desirable
Project Management or Process Improvement qualification desirable
Good MS Office & technical skills
Strong administrative skills
Excellent verbal/written English
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
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