Customer Service Manager (m/w)

Istanbul (Turkey)

PURPOSE OF ROLE

The position holder works closely with the Site Operations Manager in seeking to ensure the operative and economic success of the LIT site.

 

WORK PERFORMED

Efficiency

  • To have all tools, processes and systems in place, i.e. make sure that employees can do their jobs
  • Responsible for the planning and steering of the organization with delegated authority by the SOM and in close cooperation with the central Workforce and Steering/Global Operations unit
  • Oversees the provision of local workforce management support and services for the organisation
  • Analyses performance and quality delivery relative to applicable objectives and indicators; drives the establishment of necessary measures for improvement where needed
  • Establishes appropriate controls to ensure accurate and timely reporting and effective performance/service analysis for both the organisation and operative personnel

Profitability

  • Ensure that maximum revenue is generated
  • Responsible for staff planning (midterm and long term optimization); identifies situations of over/under-staffing and initiates appropriate action so as to safeguard the continuous improvement of service level achievement
  • Assumes responsibility for the coordination of new business initiatives across the (local) organisation together with LIT project management representatives
  • Manage productivity, meets and exceeds budgetary requirements

Productivity

  • Make sure that campaigns meets/exceeds client expectations and SLA´s
  • Provides high level support to the SOM with market performance and analysis and the development of both immediate/short term and strategic solutions to optimize service delivery
  • Responsible for directing the performance of operative Team Leaders so as to ensure the consistent and stable delivery of time efficient and productive people outputs across the organisation; this includes the provision of performance planning, coaching, feedback and the identification of training needs
  • In close cooperation with central ICT unit, safeguards technical service delivery and system/functional reliability across the organization
  • Engages in proactive dialogue with leadership personnel regarding staffing issues (such as attrition) that may affect the organization’s ability to achieve its goals and coordinates the development and implementation of appropriate action plans as required
  • Together with the SOM, prepares and implements strategic plans to secure long term success and the attainment of LIT objectives
  • Leads the development and implementation of activities and initiatives to strengthen people and performance in periods of irregularity (IRREG) in close cooperation with LIT corporate functions
  • Works closely with the SOM to ensure overall development and growth of the (local) organisation including the meeting of service agreements and contractual requirements
  • Acts for the SOM in periods of absence and/or as required
  • Other duties consistent with the position

Your profile

Technical Competency Requirements

  • Proven experience in managing service delivery in a service centre operation and detailed knowledge of service centre processes and technological capabilities
  • At least 5 years’ Team Management experience
  • Demonstrated leadership experience with including people management and development
  • Demonstrated knowledge and experience with Workforce Management systems and principles
  • Substantial and broad experience with the implementation of change management
  • Project management experience and the ability to drive project outcomes from end to end
  • Fluency in German (native speaker level), Proficiency in English, Turkish is advantageous

Personal Competency Requirements

  • Highly developed leadership and people management skills with the ability to direct/coach and support people to achieve required outcomes
  • Expert change management skills and the ability to drive change across complex staffing populations
  • Strategic thinking and planning skills and a results driven approach
  • Excellent written communication skills, including the ability to write non-standard correspondence and reports
  • Excellent verbal communication skills, including the ability to deal effectively with a wide range of internal and external customers
  • Excellent internal customer service and interpersonal skills and the ability to maintain constructive working relationships across the organisation both locally and in partner offices worldwide
  • Excellent advisory skills and the ability to make decisions based on sound judgment
  • Proven ability to work well under pressure and to tight time frames
  • Excellent attention to detail and high level analytical skill
  • Well-developed organizational and time management skills
  • Well-developed problem solving skills
  • Excellent negotiation, coaching and conflict resolution skills
  • Strong empathy and sensitivity toward people issues
  • Ability to work independently and as part of a team
  • High level of integrity and confidentiality

Your benefit

  • Doctor‘s office
  • Massages, rest rooms, etc
  • Free parking
  • Family days (family learns workplace know)
  • Flight discounts
  • Discounts / shopping
  • Fitness studio / sports facilities / company football etc.
  • Employee events (summer festivals, participation in sports competitions etc)
Doctor‘s office Doctor‘s office
Massages, rest rooms, etc Massages, rest rooms, etc
Free parking Free parking
Family days (family learns workplace know) Family days (family learns workplace know)
Flight discounts Flight discounts
Discounts / shopping Discounts / shopping
Fitness studio / sports facilities / company football etc. Fitness studio / sports facilities / company football etc.
Employee events (summer festivals, participation in sports competitions etc) Employee events (summer festivals, participation in sports competitions etc)

About Lufthansa Cagri Merkezi ve Müsteri Hizmetleri A.S.

We at Lufthansa InTouch are at the centre of Lufthansa’s service excellence. Being the innovative Customer Service provider for the Lufthansa Group, we specialize in customer care in air travel. Our multicultural, multilingual teams operate from seven Service Centres worldwide. Working together as one global team, we provide five star services for passengers flying with airlines of the Lufthansa Group. Besides offering Business-2-Customer services, Lufthansa InTouch designs innovative and cost effective operational solutions for a select portfolio of business clients.
Please apply via Be-Lufthansa.com under the job number P0113V021
If this is you, please apply online.