Originally formed more than 15 years ago as an outgrowth service for a large software reseller, Stream is now a global provider of sales, customer service and technical support for the Fortune 1000. Since its inception, Stream's global footprint has expanded to cover 22 countries, with more than 30,000 employees in 50 contact centers. Stream currently manages more than 100 million voice, e-mail, and chat contacts a year from customers around the world.
The Job
Manage the deliverance of support services for assigned group/ client and support Company’s mission; deliver an exceptional customer experience. Achieve Company goals for assigned group/ client in the Benelux operational team; (1) Create Satisfied, Loyal Customers (2) Develop fulfilled associates (3) Optimize Operations and Processes (4) Achieve financial results. Promote, facilitate and maintain open communication, teamwork and positive morale with all direct reports, peers and supporting departments. Maintain effective, constructive, positive and pro-active relationships with strategic support customer(s). Deliver and manage under all circumstances accurate, timely, internal and external (client facing) reporting on business essential internal and external KPI’s. Deliver on set expectations, POC management style.
The main responsibilities of the post include:
•Ensure full understanding of Company Vision, Mission, Goals, Value proposition, Values and Practises and be responsible for sharing these with and in the account/ client teams. •Ensure effective coaching, training and development of account/ client team (Support Professionals, Mentors and Team Managers) is planned, organised and executed upon. •Ensure right account/ client team staffing to achieve all client contractual targets including but not limited to service level, abandon rate, AHT and/ or customer satisfaction. •Ensure achievement on Company internal operational and financial KPI’s including but not limited to utilization, attendance, billable and/ or other productivity targets. •Ensure appropriate (weekly, monthly & quarterly) reporting/ scheduled communication on service delivery (KPI) performance and (target) plans are provided/ conducted internally and externally. •Ensure full participation and provide in an accurate and timely manner per account/ client (a) annual budget (b) monthly - rolling year end- financial forecast (c) monthly forecast vs actual analyses report in an accurate and timely manner including but not limited to projections on revenue, headcount, direct labour cost and gross margin •Ensure monthly client invoicing is accurate and timely. •Ensure contract and scope of work documents are up to date at all times and important due dates and deadlines are met. (Work with Business Director when applicable.) •Work closely with all supporting departmental resources to achieve internal and external assigned team goals and to deliver on target KPI performance (Quality, Quantity & Financially). •Ensure clear, effective and professional communication is maintained internally and externally at all times. •Maintain open communication with all personnel by being available during business hours. Conduct weekly meetings to inform direct reports and team of business issues. Act as a resource for answering questions, resolving product and policy questions. Plan and manage the daily activities of personnel. •Conduct annual performance appraisals in a timely manner. •Complete at least one 1-2-1 session per month for each direct report. •Work with HR manager to resolve personnel issues in a professional and timely manner. •Assist with recruiting new employees including reviewing resumes, screening and interviewing. •Maintain effective relationships with internal support departments. •Keep Country Manager informed of all account/ client business aspects during the weekly KPI meetings. •Discuss breaches of company rules/policy and proposed disciplinary actions with the HR manager. •Complete special projects as assigned by management. •Provide technology leadership by maintaining an awareness and appropriate expertise of industry standards and sharing information with the department. •Act in a mature and professional manner towards customers, vendors and other Company employees at all times. •Ensure the Company’s Equal Opportunity Policy and Safety Policy is adhered to.
We ask
•Effective interpersonal and supervisory skills •A minimum of 5-7 years relevant experience in a support function which includes management responsibilities •Experience which demonstrates superior oral and written communication skills •University degree or equivalent is preferred •Previous budgetary responsibility •Demonstrated ability to work with senior management and develop customer and partner relationships •Understanding of customer’s industry and business and Customer Relations Management •Knowledge of personal computers and software industry
Contact person (please do not apply through mail, only applications through the apply button will be processed)
