Job expirat
As the Contac Centre Global Supervisor you are responsible for the daily running and management of the Xerox team in a given area. You are responsible for setting and monitoring objectives and targets for your team as well as planning areas of improvement or development. The CC Global Supervisor together with Team Leads ensures that SLA’s and KPI’s are managed by agents within agreed time scales and in an appropriate and pro-active manner.
The CC Global Supervisor will provide weekly and monthly update to the account management team on key activities, key issues and focus going forward for the team and will liaise with the client well as third parties tied to the client. The CC Global Supervisor also coordinates and motivates the team and manages staff recruitment.
• Meeting performance targets for effectiveness, efficiency and quality (SLA & KM) at global level (including the identification of resource requirements)
• Preparing and owning monthly service monitoring calls with ATOS SDMs for Contact Centre area for all GBUs (including preparing documentation)
• Preparing and owning monthly SLA review calls with Global ATOS HR for Contact Centre area (including preparing documentation)
• Managing relationship with client stakeholders within his/her area and ensuring all communication is client appropriate – act as counterpart for ATOS SDM
• Liaising with team leads, operatives and third parties to gather information and resolve issues;
• Dealing with customer escalations where appropriate
• Improving performance by raising efficiency and sourcing new equipment or processes to enable this. Reviewing and re-engineering client processes and procedures to ensure global standard of service delivery across all near and offshore locations
• Managing change and process improvement to ensure more efficient processes across teams without negatively impacting the client.
• Implementing & monitoring identified remediation plans
• Supporting Management in the daily running of his/her team - visualize the current operational status & potential remediation activities
• People management including resource mobilization tracking, solutioning, escalating;
• All other duties as assigned
• +2 years managing a team of people.
• +2 years of working experience in an outsourcing environment is highly desirable.
• Fluent in English to a native speaker level and experience working with an international client (German/ Polish/ Czech would be a plus)
• To be able to lead from the front in service delivery
• Excellent client management skills.
• Excellent verbal and written communication skills, including rapport building.
• Demonstrable experience of working in a client facing role.
• Good organisational and analytical skills.
• Problem solving and decision making skills.
• Highly motivated, proactive and flexible.
• Can work to deadlines with efficiency and accuracy.
• Has strong commercial awareness.
• To be able to adapt to change
• Ability to multi-task, prioritize work and manage time based on business needs.
• Excellent administration skills and good organization skills with attention to detail.
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
