Head of Costumer Care & Operations
Roma, IT
3 gg fa


A rapidly growing and energetic provider of high-quality guided tours, is looking for a

Operations Sales Manager

The ideal candidate would be able to lead and manage our multi-lingual Operations team, with responsibility for Customer Care and Call Centre, Purchasing and Inventory Management and Logistics.

Main Activities / Responsibilities :

  • Lead a diverse multi-lingual team to deliver best in class customer service and support to our customers (external and internal)
  • Lead the strategic development of Customer Care and Logistics team
  • Ensure the teams hit and exceed KPI metric targets across multiple elements of the business
  • Develop effective and positive strategic relationships with other functions in the organization
  • Develop the capability of the department management team through strong performance management and coaching
  • Drive continuous process improvements across all areas of the Operations department to ensure that customer expectations continue to be met and that areas for improvement and growth are identified and implemented
  • Act as senior escalation point for all Operations functions (Customer Care and Logistics)
  • Ensure optimum staffing levels are in place to deliver excellent service to all customers (external and internal) and drive behaviors to ensure success
  • Ensure that quality standards, service standards and procedures are properly maintained in accordance with department objectives and company standards
  • Generate innovative solutions focusing on process refinement and improving ease of doing business with our customers
  • Creating strategies to challenge theft and stock losses, and implementing initiatives to reduce company costs
  • Overseeing employee productivity, developing and implementing guidelines for employee evaluations, recruitment and promotion.
  • The ideal candidate has :

  • A relevant Bachelor's degree e.g. IT, Business
  • 8 years' management experience in a multi-lingual call center and / or operations environment (essential)
  • Demonstrable experience in driving process improvements, innovations and efficiencies
  • Management level experience in corporate purchasing / supply chain management beneficial
  • Management level experience in the Travel and Tourism sectors or Tours and Experiences sector highly desirable
  • Ability to effectively operate within diverse, cross functional groups in a fast-paced culture
  • Proven ability to develop innovative solutions for increased productivity
  • Superior negotiation skills in both internal and external settings
  • Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
  • Strong working knowledge of data analysis and performance metrics using business management software
  • Excellent communication and interpersonal skills with a history of building effective relationships
  • Ability to priorities and control workload of teams while ensuring optimum performance
  • Skilled in organizational development and people management
  • A deep commercial awareness with a history of budget management and contract negotiation.
  • As part of the role, you will have flexible approach to working hours. Your standard working hours are 40 hours per week, Monday to Friday.

    Place of work : Dublin

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