Purpose of the position
The BSD Manager will maintain customer satisfaction by defining and developing service, and problem-solving information. Will support customer needs via the BSD through the portfolio of services offered, that include, but are not limited to: general contact center attendance through different channels, coding, GEMS, GPO for all customers served by the Shared Service Center in all its current and future locations. Keeps continuous and close contact with the SSC customers (external and internal.) To manage the performance of Level 1 and Level 2 services & support the clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
The BSD Manager will also achieve the job purpose by training and maintaining staff to provide information and resolve problems, always seeking to exceed customer expectations and compliance with server level agreements (SLAs) and Standard Operation Procedures (SOP) defined.
The BSD Manager will supervise the BSD leads (3-6, each of them supervising 6-8 BSD agents or associates) at the different SSC locations, by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures that cascade to all BSD staff. And, by keeping close contact and communication with Functional Area Managers on the overall service delivery of the SSC Service Catalog (e.g., the processes attended: R2R, P2P, R2T), ensuring the quality of services, timeliness and continuous improvement.
Maintains inter-and intradepartmental work flow by fostering a spirit of cooperation. Contributes to team effort by accomplishing related results as needed. The BSD Manager will keep close contact with the Customer Service area and the Change Management and Communications one to achieve a holistic approach to the customer-centered culture.
MAJOR RESPONSIBILITIES
Provide global team unit leadership and direction to ensure client expectations are continuously met / exceeded. Contribute to BSD global strategy and secure the delivery of service in accordance with the SLA and SOP specifications. Consolidate data collected and provide updates of quality service indicators to customers on a regular basis. Manage the relations with clients, address issues with Customers, Stakeholders and SSC Functional Managers to provide timely solutions.
Maintain and provide analytical reports with regards to the Balance Score Card (BSC) indicators and track progress of action items related to the BSD performance. Provide monthly updates and recommendations to management team.
Drive Continuous improvement projects – Develop and implement Customer Service Protocols. Carry out a periodic review of the Voice of the Customer Management System and train, document and influence client usage of the up to date system
Develop BSD operational strategy, policies and procedures. Maintain round the clock customer service operation to global clients through BSD. Evaluate customer service operation requirements, maintain global BSD staff and their job results, maintain professional and technical knowledge. Develop BSD staff, prepare area reports and contribute to overall team effort.
KNOWLEDGE, SKILLS AND ABILITIES
Bachelor’s degree in Business Administration, Customer Relationship Management (CRM), or related field or its equivalent, or relevant experience in lieu of a formal degree .
Preferred Master’s degree with a major in finance, business administration or accounting, or CRM related field.
Fluent in spoken and written business English a must
Fluent in spoken and written Spanish highly desirable.
Fluent in spoken and written French highly desirable.
Portuguese desirable.
Experience in contact centers, customer service, business support, personnel management, NGOs, general administration.
Formal preparation in Customer Service desirable.
Green belt knowledge or certification desirable.
Experience in Change Management desirable.
Ability to supervise/support/motivate (local and virtual teams) staff and non-direct reports while working with global peers, cross-functional management and senior management.
Ability to identify and present solutions, influencing the leaders towards changes which promote meeting goals and schedules
Good knowledge and understanding of Project Management tools and best practices.
protocols and all its components, keep them up to date, well documented and implementing improvements when appropriate. And, by maintaining and proactive behavior towards new possible customers coming in.