Interim Manager Customer Support
2 months ago
We are seeking a seasoned Interim Manager to lead our Customer Support team at a prominent Swedish international company in Düsseldorf. As a key member of our team, you will be responsible for driving improvement initiatives and ensuring the team meets service level agreements and performance indicators.
The ideal candidate will have a strong background in leadership and change management, with a customer-focused approach and a proven track record of driving results. You will be accountable for daily operations, including visible leadership, and will be responsible for tracking and analyzing performance against agreed targets.
Key Responsibilities:
- Develop and implement strategies to improve customer support processes and services.
- Lead and manage a team of customer support staff, providing coaching and guidance to ensure excellent service delivery.
- Collaborate with stakeholders to develop and manage service level agreements (SLAs) and key performance indicators (KPIs).
- Analyze and report on customer support performance, identifying areas for improvement and implementing changes as needed.
- Develop and maintain strong relationships with customers, ensuring their needs are met and exceeded.
Requirements:
- Proven leadership and change management experience, with a strong track record of driving results.
- Excellent customer service skills, with a customer-focused approach.
- Strong analytical and problem-solving skills, with the ability to analyze complex data and identify areas for improvement.
- Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
- Strong communication and interpersonal skills, with the ability to build and maintain strong relationships with customers, stakeholders, and team members.
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