Customer Service Operations Manager & Miskolc Site Lead

Hely: Miskolc
Cég: Szallas Group Zrt
Kategória: Ügyfélszolgálat, Vevőszolgálat

About the job and responsibilitiesCustomer Service OperationsOwn the day-to-day performance and smooth operation of Customer Service.Ensure appropriate staffing, workload allocation and operational coverage.Monitor service, quality, productivity and efficiency KPIs and take action where needed.Stay close to daily operations, customer issues and escalations and step in when necessary.Identify operational bottlenecks and continuously improve processes and ways of working.Use data to understand performance, identify root causes and support decisions.Ensure Customer Service processes support both a strong customer experience and efficient operations.Translate business priorities into clear actions for the CS organization.People LeadershipLead, support and develop Customer Service leaders and the wider CS organization.Set clear objectives, expectations and accountabilities.Build a strong performance, ownership and feedback culture.Coach and develop leaders and team members.Support recruitment, onboarding and capability development.Build an engaged and collaborative team.Stakeholder Management & Continuous ImprovementRepresent Customer Service in relevant business discussions and projects.Work closely with Commercial, Product, Tech, Finance, HR and other teams on topics impacting customers and CS operations.Identify opportunities for simplification, automation and efficiency improvement.Drive implementation of agreed operational and organizational changes.Bring customer and frontline insights into business decisions.Miskolc Site LeadershipAct as the senior local representative and point of contact for the Miskolc office.Help ensure effective cooperation and communication between teams working from the site.Support a positive, professional and engaging local working environment.Coordinate with HR, IT, Finance and other functions on relevant site topics.Represent Miskolc-related needs, risks and opportunities towards Group management.Support local communication, engagement and company initiatives. Strong operational leadership experience, ideally in Customer Service, Customer Operations, Contact Center or a similar environment.Proven people-management experience, preferably including leading Team Leaders or other people managers.Hands-on leadership style – comfortable being close to the operation, people and everyday problems rather than managing only through reports.Strong understanding of operational KPIs, capacity planning and performance management.Data-driven, structured and pragmatic approach to problem solving.Strong communication and stakeholder-management skills.Ability to drive change and continuously improve processes and ways of working.Experience in the travel or technology industry is a strong advantage.Experience working in an international or multi-country organization is an advantage.Ability and willingness to work from the Miskolc office at least 3 days per week.Fluent Hungarian and strong working English. Why Szallas Group?Be part of one of the leading travel-tech companies in the regionWork on products used by millions of travelersCollaborate with talented and supportive colleaguesHybrid working model with flexibilityOpportunity to make a visible impact on product strategy and business resultsCompetitive compensation and benefits package

Címkék: Employee status, For parents with small children, College

profession.hu - 6 napja

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