Executive search firm, Monroe Consulting Group is recruiting on behalf of one of the leading multinational transportation, logistics, supply chain and storage company that is based from the UK. They're in search of dynamic leaders to join their force as a Global Business Centre Manager.
Job Responsibilities:
- Inspire and motivate business center teams to achieve success by establishing clear performance expectations and emphasizing the 'getting it right the first time' principle.
- Effectively manage and control all business center processes and procedures, ensuring efficient day-to-day operations and continuous improvement of contact center metrics across various customer contact channels.
- Drive key performance indicators (KPIs), Supervisor deliverables, and other metrics such as customer satisfaction to align with strategic and business goals and enhance overall performance.
- Foster a culture and working environment that aligns with international customer service and satisfaction objectives, contributing to the achievement of business goals.
- Lead and oversee change management programs to enhance efficiency and effectiveness within the Global Business Centers, ultimately leading to elevated customer satisfaction levels.
- Take charge of quality management and evaluation action plans, ensuring continuous improvement in service quality and delivery.
- Develop a comprehensive strategy and action plan to strengthen the sales function and expertise within the Global Business Centers.
- Recruit, develop, and retain top talent to maximize the contribution of global business centers to the company's overall operations.
- Prioritize performance management by ensuring effective and timely execution of probation period reviews, performance monitoring systems, regular reviews, team meetings, and performance appraisals.
- Manage workforce and rota planning in alignment with changes in customer demand, service provision, and other relevant environmental factors.
Job Requirements:
- Degree in any related field
- 10 years' experience in a similar role or more
- Management and leadership experience is needed
If you have what it takes, do send your resume or you may directly contact Shawin Kaur at or you may contact her at 017 897 5054. All the best!
