Speeex shpk

Senior Manager



#SPEEEX announces an open position for #SeniorManager in a Technical Department

SPEEEX LLC, is a global Business Process Outsourcing company that provides specialized customer care services in the telecommunications industry. Our mission is to provide our clients with exceptional, comprehensive and value added #BPO solutions. We strive at complying with regulatory and statutory requirements that are applicable to our field of scope. At SPEEEX LLC we use the best in-class technology in order to ensure real time exceptional services. Our employees are highly motivated and committed at delivering substantial results and exceeding client satisfaction.
As we are growing with our business partner (operating in the #telecommunication sector in #Switzerland) we are looking for a Senior Manager to strengthen our technical department.

If you are looking for a new challenge, we’d love to welcome you in our company.

Your duties and responsibilities will be:

  • Direct leadership responsibility for team leaders and experts within the Tech department (up to 80 employees, 15 team leaders and experts)
  • Accountable for the operational performance management including KPI development and achievement (e.g. net promoter score, end to end time, sales)
  • Responsible to develop your team in terms of leadership and professional skills in cooperation with our business partner
  • Responsible to ensure quality and compliance in terms of work standards and processes
  • Accountable for initiating continuous improvement efforts to increase the quality, efficiency and effectiveness of customer service experience.
  • Production of various reports with analysis and evaluations within your area
  • Present and participation at all relevant performance review meetings
  • Proactive analysis and reporting of structural as well as individual issues on interval, daily, weekly and monthly basis
  • SPOC for all requests from the your partner in Switzerland concerning the tech department

You're the one we've been looking for (required skills) if:

  • You have a minimum of 5 years of leadership experience (direct reports > 50 employees).
  • You have a graduate / undergraduate degree or equivalent combination of education and work experience
  • You have advanced knowledge of the telco sector and customer experience management
  • You have proven excellent leadership capabilities (provide a reference with your application)
  • You have excellent, communication, problem-solving, interpersonal, and collaboration skills.
  • You have extended knowledge, understanding and application of project management principles and methodologies
  • You have excellent analytical skills and able to develop operational and strategic plans to improve the performance and professional skills of your direct reports.
  • You have excellent communication and report writing skills, in both Albanian and English as a minimum (MS office, especially Excel).

If you think you fulfill the above requirements we’d be very pleased to meet you. Please send your CV to: hr@speeex.com

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