Job Description Summary

We are looking for a Customer Service Complaints Team Leader to join our CSC team in SSC Wroclaw. The Customer Service Complaints Team Leader will be responsible for a team of 9 direct reports, and will be reporting directly to CSC Manager, playing a key role in the cross-functional Customer Service organization.

Main role objectives are to:

• Ensure department’s OLAs and SLAs
• Manage and prioritize team’s workload
• Manage escalations
• Identify opportunities for process improvement
• Implement any necessary changes according to the FY20 projects’ portfolio
• Cooperate with multiple stakeholders to deliver exceptional customer experience
• Lead the team to deliver performance improvements
• Promote team’s achievements
• Hire, lead, evaluate and develop team members
• Build the responsibilities and capabilities of the team

On top of that the Customer Service Complaints Team Leader will be responsible for developing a strategy and implementation plan to continue to accelerate the Customer Experience projects, such as CSC 2.0 (change of operating model), new system development (SalesForce.com), process simplification and optimization, scope extension and BDI integration.

To be successful in this role you should meet the following requirements:

• A minimum of three years of professional Customer Service experience
• Demonstrated leadership capabilities in a matrix environment
• Knowledge of Customer Service principles and practices
• Excellent written and oral communication skills, ability to deliver professional and impactful presentations and lead cross-functional meetings
• Good planning and organizational skills
• Strong team working skills and ability to develop employees to their full potential
• IT systems knowledge including the advanced capabilities in Microsoft Office, reporting and visualization tools and SAP basic knowledge
• Ability to identify and implement improvements, using Sigma or other methodologies
• Delivering high complex projects, influencing stakeholders
• Ability to multi-task and work effectively for a wide range of stakeholders under tight deadlines; present data, business cases and proposals logically; time management and project prioritization
• Advanced skills and experience in problem solving and application of key tools, such as business case development, root cause analysis, stakeholder presentations
• Acts as a catalyst for change, easily adapts to change and performs well under pressure with demonstrated high credibility and strong work ethic
• Highly creative, comfortable with ambiguity, interested in big challenges

You can look forward to working in an international company, first-in-class in its business area, great benefit package (e.g. health insurance, medical care, lunch vouchers, sport /entertainment bonus), friendly work environment and healthy oriented culture (healthy food, sport activities, participation in pro-health actions and events, charity initiatives). You might expect to work in new, modern offices in the city center developed to work and live healthy lives and competitive compensation and motivation system as it is a great opportunity for professional growth - challenging and rewarding work with a dynamic, international team.