Customer Care Manager

Responsibilities:
• Solve operational issues
• Adapt the organization to the needs and to the evolution of all the parameters
• Organize the team according to the flows, channels, expertise
• Build reporting dashboards (aligned with the one of Europe)
• Analyze results then explain the gaps and propose solutions
• Set up & improve processes if needed
• Workforce management
• Set Up the yearly plan of the team and the objectives to be approved by the management
• Implement European KPIS in term of service level, client satisfaction, productivity
• Monitor budget