Customer Service & Experience Manager

Ügyfélszolgálati vezető / Call Center Manager • Manager • Hibrid • Alkalmazott • Teljes munkaidő

Magyarország

Szallas Group Zrt.Angol: KözépfokNem szükséges végzettség

Feladat

About Szallas Group

Location: Miskolc

Reports to: Market Leader HU

Leads: Customer Service organization in Miskolc

Working model: Hybrid, with a minimum of 3 days per week on-site in Miskolc

The Customer Service & Experience Manager is responsible for the effective day-to-day operation, performance and continuous improvement of our Hungarian Customer Service organization.

This is a hands-on operational leadership role. The person is expected to stay close to the team and daily operation, understand what is happening on the ground, use data to identify issues and opportunities, and actively drive solutions.

Customer Service

Own the day-to-day performance and smooth operation of Customer Service.
Ensure appropriate staffing, workload allocation and operational coverage.
Monitor service, quality, productivity and efficiency KPIs and take action where needed.
Stay close to daily operations, customer issues and escalations and step in when necessary.
Identify operational bottlenecks and continuously improve processes and ways of working.
Use data to understand performance, identify root causes and support decisions.
Ensure Customer Service processes support both a strong customer experience and efficient operations.
Translate business priorities into clear actions for the CS organization.

People Leadership

Lead, support and develop Customer Service leaders and the wider CS organization.
Set clear objectives, expectations and accountabilities.
Build a strong performance, ownership and feedback culture.
Coach and develop leaders and team members.
Support recruitment, onboarding and capability development.
Build an engaged and collaborative team.

Stakeholder Management & Continuous Improvement

Represent Customer Service in relevant business discussions and projects.
Work closely with Commercial, Product, Tech, Finance, HR and other teams on topics impacting customers and CS operations.
Identify opportunities for simplification, automation and efficiency improvement.
Drive implementation of agreed operational and organizational changes.
Bring customer and frontline insights into business decisions.

Elvárások

Your profile

Strong operational leadership experience, ideally in Customer Service, Customer Operations, Contact Center or a similar environment.
Proven people-management experience, preferably including leading Team Leaders or other people managers.
Hands-on leadership style – comfortable being close to the operation, people and everyday problems rather than managing only through reports.
Strong understanding of operational KPIs, capacity planning and performance management.
Data-driven, structured and pragmatic approach to problem solving.
Strong communication and stakeholder-management skills.
Ability to drive change and continuously improve processes and ways of working.
Experience in the travel or technology industry is a strong advantage.
Experience working in an international or multi-country organization is an advantage.
Ability and willingness to work from the Miskolc office at least 3 days per week.
Fluent Hungarian and strong working English.