(Poistunut julkaisusta)

Customer Service Manager - Helsinki

Alkuperäinen julkaisupäivä 8.8.2019
Nets is one of northern Europe’s leading companies for payment solutions, information services and digital security solutions, with one of the most extensive and innovative product portfolios in Europe. Our ambition is to become an even stronger partner to our customers by supporting their business nationally as well as internationally. We want to make the handling of both financial and information assets easier and more secure. Nets employs over 3,700 people and has its headquarter in Copenhagen, as well as offices in Oslo, Stockholm, Helsinki and Tallinn.
We are now looking for a goal oriented and highly experienced Customer Service Manager for our client company Nets to lead their Contact Centre team in Helsinki.
The Financial Network Services (FNS) Contact Centre offers high quality customer service 24/7/365. Nets is now looking for a manager to lead their FNS contact centre team in Helsinki. 
You´ll become part of a management team that is responsible for telephone and e-mail inquiries from banks and end-users (cardholders). The management team works closely together at Nordic level to ensure optimal performance for meeting the agreed goals for customers and Nets. Your team consists of approx. 30 employees who work in a 24/7 environment. You´ll directly refer to the VP for FNS Contact Center & Onboarding.  Your key responsibility in this role will be to ensure continuous improvement of customer satisfaction and customer KPIs by:
  • Ensuring industry leading performance and creating a motivated high performing team
  • Securing right staffing and capabilities in the team (recruitment and competence development) 
  • Providing the highest quality of service that is efficient, effective and which is delivered in a friendly and professional manner 
  • Responsibility for empowering employees and driving continuous improvement
  • Managing and optimizing capacity utilization, productivity and service performance
  • Improving the end-to-end processes in Nets in cooperation with colleagues from across the business
You have strong leadership skills based on involving and delegating leadership, with an unpolitical and forward-looking agenda. You’re experienced in deploying process improvement and change management. You deliver great interpersonal skills and ability to effectively communicate and interact with employees and stakeholders on all levels across the organisation. 
As a leader of the team you are familiar also to deal with conflicting needs and you’re not afraid of challenging the existing. There is a goal oriented executor in you and ability to use Performance Management to accelerate performance, to foresee change and adapt and react in order to lead the department through changes and prioritize workload independently. Understanding of customer needs and the ability to set high standards for quality and quantity as well as genuine interest in developing the employees.
Your professional qualifications include: 
  • 3 years or more relevant experience in managing contact centre functions preferably in a complex and large (service) organization
  • Customer oriented and a strong ability to combine operational understanding of processes with the subsequent impact on end customers
  • Experience with monitoring and managing productivity and service performance
  • Experience in budgeting and managing by objectives
  • Strong Finnish and English language skills required
Did you get interested in this opportunity? Please send your application as soon as possible through Kaislanet as the position will be filled as soon as a suitable candidate have been found. For more information, please contact Riikka Virtanen, p. 030 6090 547 or firstname.lastname@eilakaisla.fi. You can apply in English or Finnish.