DirecciónGamma is a leading supplier of Unified Communications as a Service (UCaaS) : we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.
The Customer Operations Manager will be strongly focussed on improvement & efficiency of support processes, tools & ways of working within both Spanish and Dutch businesses and will look at short term efficiencies utilising technologies and best practice from across Europe and helping apply these in the local environments.
You’ll be responsible for leading, developing, and coaching multi-disciplined and multi-national teams directly or indirectly, to ensure our customers receive a first-class experience.
This will be through both direct and digital contact methods, driving customer loyalty and satisfaction, alongside driving and supporting a high level of change.
Your key focus will be driving improvement through a high performing, effective and efficient operation, having significant impact of the performance, resources, finances and quality standards of both Operations and the wider Gamma Group.
What you’ll get to do :
- Lead and empower high achieving service & technical support teams, exceeding customer expectation.
- Responsible for resource planning and budget management.
- Play a key role in planning, developing, and implementing long term strategic plans for new ways of working and the continued improvement of services.
- Gather qualitative and quantitative data to drive insights and recommendations for service improvement,
- Ensure suppliers deliver as expected, attending the appropriate supplier meetings, and working with key stakeholder internally to ensure service levels are met.
- Drive customer satisfaction and retention by working cross functionally across group.
- Collaborate and work with key stakeholders included in the end-to-end service design and new product release process.
- Actively identify opportunities to optimise existing service processes, tools, or systems to improve customer and employee satisfaction and reduce support costs through customer self-serve / automation and further optimisation.
- Provide regular reports to key stakeholders in relation to ongoing projects, performance, and customer satisfaction levels.
- Act as an escalation point for our customers and coordinate responses when challenges arise.
- Drive and maintain high levels of employee satisfaction.
What skills do you need to make an impact in this role?
- Operational management experience ideally within Telecommunications or Technology
- You will be a highly skilled and experienced leader of customer services teams, with a proven ability to motivate, empower, coach, and develop people.
- Customer focused with a strong analytical mindset.
- A strategic and creative thinker, as well as an inspiring and collaborative individual able to both influence and drive change.
- Experienced in the creation and improvement of support processes, tools & ways of working.
- An excellent communicator with the ability to influence and negotiate at all levels.
- Have the ability to drive change & improvement across multi-national teams
- Fluent Spanish and English skills, other languages are a bonus
There are many good reasons to join Gamma. We work in a relaxed environment with an emphasis on delivering the highest quality in everything they do.
This is a really exciting time to join with a clear strategy, stable financial position, new values and exciting growth plans.
