BAT is evolving at pace - truly like no other organisation.
To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey.
BAT POLAND IS LOOKING FOR AN ENGAGEMENT CENTRE OPERATIONS MANAGER
SENIORITY LEVEL: Management
FUNCTION: Marketing
LOCATION: Warsaw, Poland
TYPE OF CONTRACT: Permanent
BENEFITS:
- Private Medical Subscription and Life Insurance
- Fitness, Wellness and Mental Health benefits
- Learning & Development programs
- Hybrid work environment
ROLE POSITIONING AND OBJECTIVES
Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.
We’re waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction. Seize the opportunity to shape the future of customer interactions with BAT's Engagement Centre!
As the Operations Manager for our customer engagement centre, you will play a pivotal role in shaping the future. This is your chance to influence stakeholders, make a lasting impact, and be a driving force behind the creation of a brand-new team. Your efforts will resonate within BAT, as you lead the transformation and set up our organization's customer engagement approach.
WHAT YOU WILL BE ACCOUNTABLE FOR
- Ensuring Your Team & Supervisors Align with Operational Processes: You take ownership of end-to-end processes, from reports generation to meeting SLAs and KPIs. Through monthly and ad-hoc operational planning, you ensure the team is on track.
- Participating in GBS Operational and Cycle Meetings: You actively contribute to operational and cycle meetings, providing regular progress updates and recurrent reporting as required.
- Maintaining Continuous Collaboration: You keep an open line of communication with End Markets, Account Managers, and internal stakeholders to respond promptly to customer centre requirements.
- Leading Continuous Improvement: You lead the charge in continuously improving the department. You actively seek efficiency, anticipate problems, and identify technical enhancements, such as apps and automation, with support from IDT.
- Providing Direct Coaching to the Leadership Team: You believe in hands-on leadership. You provide direct coaching to the leadership team, ensuring that coaching models implemented across the engagement centre drive adherence to KPIs and foster career development through the development of functional and managerial skills.
- Managing and Approving Incentive Proposals: You take charge of incentive proposals, ensuring compliance with account KPIs such as Hiring, Onboarding, Training, Attrition, Schedule Adherence, Average Handle Time, Talk Time, Hold Time, and Transfer Time.
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- Proficient in German language.
- Advanced use of Microsoft Office & Flow charts programs.
- Demonstrated leadership experience in call centre operational and team management position.
- Organized and reliable with a strong KPI delivery track record.
- Fast-paced environment experience with at least one migration experience of operation of contact centre service line.
BENEFICIAL
- Familiarity with CRM systems and practices eg. Salesforce, Genesys
- Process improvement and project management skills
WE ARE BAT
At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner – one of 50 most sustainable companies
BELONGING, ACHIEVING, TOGETHER
Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference! #LI-RN1