Manager, Delivery

Prin intermediul asociaților noștri dedicați, Conduent furnizează servicii și soluții esențiale pentru desfășurarea activității în numele companiilor din Fortune 100 și a peste 500 de guverne - creând rezultate excepționale pentru clienții noștri și pentru milioanele de oameni care se bazează pe ei. Aveți oportunitatea de a vă dezvolta personal, de a face o diferență și de a face parte dintr-o cultură în care individualitatea este remarcată și apreciată în fiecare zi.

The Manager, Delivery is responsible for:

• Providing visible and effective leadership to a multi-skilled contact centre / call centre operation.
• Analysing key performance indicators to monitor and improve call center performance.
• Driving the business unit performance to meet SLAs, adhere to business unit metrics and accomplish contract performance.
• Providing a tailored and supportive training regime to enhance operational performance and engagement.
• Effectively leading and contributing to business projects, ensuring delivery to deadlines/timescales, involving the relevant people ensuring timely and up-to-date communication, considering benefits, costs and contingency, taking personal responsibility for staff development across the function and be a major influence on the behaviour and culture.
• Supporting and/or sponsoring continuous improvement initiatives and major change programmes, implementing process/ system/ staff development improvements to increase efficiency and effectiveness to achieve the Business plan and where necessary deliver cultural change.
• Effectively managing stakeholders and business interfaces with key external parties impacting service delivery, ensuring that relationships are built and maintained.
• Driving the management and engagement of the employee teams through coaching and developing, addressing people matters, identifying development needs.
• Being a key member of the team that manages the day-to-day client relationship ensuring customer satisfaction and expectations.
• Ensuring that all issues/escalations are dealt with in a timely and effective manner and where applicable in accordance with service level.

The ideal candidate:

• Demonstrates fluency in English (C1 level); knowledge of an additional European language (such as French, Spanish, or Italian) is a strong advantage;
• Proven experience in management of multi-channel and multilingual Contact / Customer Service Centres and effecting change.
• Experience of working for a contact centre whose functions include email, live web chat and social media in addition to traditional voice would be an advantage.
• Experience of interpreting operational data and its effect on customer service.
• Commercial awareness and understanding of their teams' impact on financial performance.
• A professional management style that suits and promotes the existing culture of the business.
• Process driven – ensure processes remain up-to-date and optimised.
• Self-motivated with a will to succeed.
• Track record of driving transformational change across boundaries & change management functions.
• Expertise in cutting edge operational methodologies.
• Passionate and strong advocate of continually enhancing the customer experience.
• Direct affinity with or any interest in the automotive industry is highly desirable, ideally with Electric Vehicles.
• Experience of leading in a highly dynamic operating environment.
• Experience in a client-facing role.
• Able to use clear communication skills to influence others, including senior leadership.
• Able to demonstrate leadership experience, sales driven mindset and result oriented approach.

What we offer:

• Attractive salary;
• Permanent contract;
• On-site / Hybrid work model. Monday - Friday.
• Full-time contract;
• Good opportunities to develop a professional career;
• Work in a dynamic international environment;
• Newly refurbished attractive open-plan office space in Palas, Iasi;
• Access to comprehensive learning, training, and development via our extensive Global learning platform.
• Opportunity to apply for external professional training and courses that can be co-financed by Conduent.
• Global Company, working in an international diverse and inclusive environment.

And our attractive extras for all our Associates:

• Private medical insurance coverage;
• Free access to the Bookster library;
• Cafeteria plan;
• Card Partener Program;
• Meal tickets;
• Referral bonuses for new hires recommended by you.

Why Join Us?

• Innovative Work Environment: Be part of a team that values creativity and fosters an environment where your ideas can flourish.
• Career Growth Opportunities: We invest in our team's development, providing avenues for career progression and skill enhancement.
• Impactful Contributions: Your role is pivotal in shaping positive customer experiences and contributing to the success of our dynamic organization.
• Recognition as a Most Loved Workplace: Conduent has been certified as a Most Loved Workplace this year, citing respect, collaboration, and a positive vision for the future as key cultural drivers.
• Internal Talent Development: Through our management development programs, approximately 70% of our Team Leader positions have been filled from our own associate talent pool.
• Long-Term Career Building: Over 25% of our associates have been dedicated members of our team for 5 years or more, showcasing the long-term commitment our employees choose to make.

Conduent este un angajator care oferă șanse egale și ia în considerare candidații pentru toate posturile fără a ține cont de rasă, culoare, credință, religie, strămoși, origine națională, vârstă, identitate de gen, expresie de gen, sex/gender, stare civilă, orientare sexuală, dizabilitate fizică sau mentală, afecțiune medicală, utilizarea unui câine ghid sau a unui animal de serviciu, statutul de militar/veteran, statutul de cetățean, baza informațiilor genetice sau orice alt grup protejat de lege.

Pentru solicitanții din SUA: Persoanele cu dizabilități care au nevoie de o facilitate rezonabilă pentru a aplica sau a concura pentru un loc de muncă la Conduent pot solicita o astfel de facilitate(e) făcând clic pe următorul link, completând formularul de solicitare a facilităților și trimițând cererea prin utilizarea butonului "Trimite" din partea de jos a formularului. Pentru cei care utilizează Google Chrome sau Mozilla Firefox, vă rugăm să descărcați mai întâi formularul: faceți clic aici pentru a accesa sau descărca formularul: click aici pentru a accesa sau a descărca formularul. Ai putea de asemenea faceți clic aici pentru a accesa Politica de cazare ADAAA a Conduent.