European Customer Service Operations Manager

<p>MSX IBERIA is growing! As a result, we are currently looking for a European Customer Service Operations Manager to join our great team in Valencia or Budapest.</p> <p> </p> <p>The main objective of the role is to oversee the operations of 3 Customer Service Hubs in Europe, which provide best in class services for customers of one of a major car manufacturer. The Operations Manager is responsible for service quality, resource planning and Lean process management.</p> <p>Duties and Responsibilities:</p> <ul> <li>Coordinate and align the operations of the Customer Service hubs, led by Market Managers</li> <li>Regular travel to the  other 2 hub locations</li> <li>Monitor the performance of the Customer Service Hubs, and analyze data extracted from specific systems used by agents</li> <li>Design and implement new processes to maximize efficiency and to meet expectations of the car manufacturer</li> <li>Lead and develop strategies to improve the service based on Lean</li> <li>Create and maintain a positive and productive work environment that encourages innovation and collaboration.</li> </ul> <p> </p> <p>Qualifications:</p> <ul> <li>Strong leadership skills demonstrated in a complex and multinational environment</li> <li>Extensive knowledge of Customer Service activities and systems</li> <li>Excellent communication skills in English (both verbal and written)</li> <li>Proven track record of process implementation and improvement (Lean Six Sigma certification is an advantage)</li> <li>Proactivity and autonomy, ability to make decisions with a high impact</li> <li>Knowledge of other European languages is an advantage</li> </ul> <p> </p> <p>Why choose MSX? </p> <p> </p> <p>In addition to this great challenge, MSX International offers a suitable salary and additional benefits.</p> <p>At MSX, you get the freedom to work independently on projects, and still be part of a successful, supportive team.</p> <p> </p> <p>Who are we? </p> <p> </p> <p>MSX is a business service provider in the field of Business Process Outsourcing, providing technology-enabled services to the Automotive sector. With 5,000 industry experts in 80 countries, we seek the best strategic solutions to help and develop car manufacturers, importers, and dealer networks within a rapidly evolving industry.</p> <p>Our goal is to support our customers by improving processes, increasing sales, reducing costs, and keeping clients satisfied.</p>