Reports to

Main Responsibility

Operations Manager

The Operations Manager is responsible for daily performance management of the Team Managers and their respective teams.

Next Subordination Level

Main Responsibility

Frontline Agent

This position is responsible for customer service in various languages and through various transaction types (e.g. inbound and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications.

Enabling Agent

This position is responsible for supporting frontline agents by handling consult calls and escalations.

Language Skills

Excellent communication skills in supported language and proficient English skills (verbal/written)

Education / Experience

Minimum of 12 months of relevant work experience in Call Centre / customer service

Computer Skills

Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)

Other

Good organizational, time management and prioritization skills

Good social skills

Responsibilities and Tasks

Skills and Knowledge

·       Represent arvato and the client in a professional manner

·       Adhere to local call center processes and accurately capture work load

·       Knowledge of arvato offer - high-level knowledge all supported (Microsoft / other) LOBs

·       Knowledge of call center processes including utilization tracking  – time tracking tool taxonomy, functions, reports, impact on invoice etc.

·       Manages and motivates the team members; creates a productive and friendly work environment

·       Contribute to quality framework by providing regular 360-degree coaching feedback sessions to their team members that focus on improving all KPIs, including customer satisfaction and accuracy (Agent Development Plan)

·       Escalation point for Coaches if feedback is not accepted and as part of Agent-level Actions: Processes for Fails and Repeated Fails.

·       Motivational skills

·       Recognize group dynamics / understand team dynamics/basic training delivery skills

·       Bertelsmann leadership essentials and leadership instruments (January talks etc.)

·       Conflict management skills, moderator skills and facilitator skills

·       Feedback and motivational (leadership) skills

- Ability to provide constructive but also positive/rewarding effective feedback to the team members.

- Delivering feedback and communicating expectations clearly.

·       Quality monitoring processes, AQM, CSAT loop, ADP

·       Outlier process

·       New hire process

·       HR processes (contract termination, official warnings, workers council regulations...)

·       Plans, directs and supervises the work activities of the team members – incl. administration of agent roster (schedule, holidays, etc.) according to WFM input

·       Liaises with workforce management providing feedback on staffing plan / schedules and notifying of necessary adjustments.

·       Responsible for operational real-time management – i.e. managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc.)

·       Accountable for team performance / KPIs such as team CSAT, AHT (and/or other productivity metrics), tracking accuracy / process adherence, schedule adherence / absenteeism, typically also service level (if measured separately for the team)

·       Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/ development

·       Responsible for the customer wellness (formerly known as “case wellness”) process for the team – together with Enabling Agents / Solution Coaches (as defined for the LOB)

·       Provide administrative support

·       Reporting

·       Decision-making ability, awareness for balance between cost and effect (cost awareness)

·       Performance management and improvement

- Ability to transfer quality and ops related KPIs into team/ individual targets and detailed actions

- Ability to ensure consistent improvement and consistency in service delivery

- Ability to analyze industry metrics; identify drivers and possible impact related to customer and market interactions on individual/team level plans

·       Workforce management (knowledge of volumes, forecast, backlog, arrival patterns by channel/language/LOB), scheduling (including tools - shift plan, coaching board etc.), capacity planning, know and understand utilization reports, know and understand AHT reports

·       HR processes (working hours, contracts, overtime, holidays, absenteeism, sick leaves, ...)

·       PAUL / TDB time tracking – taxonomy, functions, reports, impact on invoice etc.

·       Good understanding of quality and operational KPIs - definitions, calculation and targets -as per SOW, COPC; standard reports and sources (MORF etc.)

·       Customer View or other dashboard, DPR

·       Ability to read and understand Standard reports (ACD, KANA, PAUL, CRM systems, SAP) and process the data in the reports in order to be able to fill the LM correctly.

·       Knowledge of arvato departments and over-arching processes - e.g. IT ticket, user admin/starter-changer-leaver, cost centre / re-booking of labour hours etc.

·       Take calls, mails and chat on a regular basis

·       Driving Agent Round Table (ART)

·       Communicate performance related indicators into the team and back to the Management

·       Responsible for information flow concerning KPIs performance, targets and current priorities (aligned instructions and communications, with equal focus on productivity and quality) as well as internal / organizational updates – through agent meetings, notifications (i.e. iBox / email / news bulletin / etc.).

·       Proficient knowledge of business processes, tools and procedures for designated LOB

·       Soft skills / sales trained

·       ART content, structure and process

·       Presentation skills

·       Ability to effectively structure and moderate meetings

·       Ability to communicate clearly (precise, easy to understand, to the point),  adapt communication content to the audience

·       Ability to communicate clearly (precise, easy to understand, to the point),  adapt communication content to the audience

·       Ability to collect feedback from the team and deliver back to the management after adapting level of detail, etc.

·       Performance management system, bonus schemes - local structure (performance reviews, January talk, …)

·       ibox and communication processes

1) Rules and other guidelines provided by employer

2) protecting personal, client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship

3) informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing

4) assuring through following all policies and guidelines the appropriate use of the information and information systems and its resources

5) following information security and privacy protection responsibilities written in the authorization annex

6) participating in the trainings organized by the Employer, including trainings for protection and processing of data

Customer Data Privacy: Security awareness training, Privacy 101/301, Social engineering training

Employee Data Privacy: Legal regulations and requirements training (provided by HR?)