Sr Cust Exp Supervisor

We are looking for a Senior Customer Experience Supervisor to manage day-to-day operations and drive performance across a regional support this role you will partner closely with stakeholders lead continuous improvement initiatives and ensure delivery against quality efficiency and SLA targets. You will also play a key role in developing team capabilities strengthening operational standards (MOS/HOS) and supporting a strong customer experience culture across the function.

• Lead and coordinate team operations to ensure delivery against quality efficiency and SLA targets.
• Build strong partnerships with regional stakeholders and present team KPIs in operational review meetings (e.g. MOR) driving follow-up actions.
• Implement and sustain Management Operating System (MOS) HOS standards and continuous improvement initiatives (Kaizen audits Gemba 5S).
• Monitor team performance identify improvement opportunities and execute action plans to enhance customer experience and operational efficiency.
• Manage the full employee lifecycle for direct reports including recruitment goal setting coaching performance reviews development planning and retention initiatives.
• Ensure compliance with internal policies quality standards and HSE requirements while supporting reporting planning and daily performance tracking.

• University degree (or equivalent experience)
• Business fluent in written and spoken English other European languages represent a plus
• 5 years Customer Support and/or equivalent OTC related experience
• 2-3 years in Supervisor position
• Strong knowledge/experience with CRM/ERP system business processes
• High level of MS office skills (Excel Word Outlook PowerPoint)
• SAP CPQ knowledge is a plus
• Six Sigma Certificate a plus
  

Skills:

• Process documentation skills
• Six sigma knowledge
• Operational knowledge of SharePoint based tools
• High level of people management skills
• Excellent written and spoken communication skills (f2f phone E-mail)
• Ability to build relationships and networks in a virtual team environment
• Strong team player with the ability to take ownership and follow-through
• Flexible individual with a high level of intercultural sensitivity able to adapt to a quickly changing environment and drive continuous improvement
• Demonstrated solution-oriented pro-active can do attitude willingness and ability to work under own initiative and time pressure effective decision maker
• Self-motivated with assertive communication skills positive and result oriented attitude taking ownership of tasks assigned
• Project mgmt. experience/knowledge represent a plus
  

Our offer:

• State-of-the-art office with parking chill-out areas bicycle stands showers and probably the best coffee in town
• Fruits bowls and sports activities to support your health and well-being
• Daily paid break - 30 mins and flexible working hours
• Hybrid work arrangement (3&2) to support your work-life balance
• Competitive Salary regularly increased based on your performance
• Flexible benefits basket with monthly budget allocated (medical insurance life insurance Multisport Card)
• Generali Insurance (Accident Insurance)
• Referrals bonuses for all open jobs and recognition programs
• Comprehensive induction ongoing training and development to set you up for success
• In-house and external learning platforms supporting development opportunities
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work life and personal or family matters
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith can be communicated in a safe private and confidential environment
• Frequent Employee Engagement activities supporting inclusive and diverse work environment
• Contribution to social benefits like x-mas benefit holiday engagement events from company social fund.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us nowand be part of a global team of thinkers innovators dreamers and doers who make the things that make the future!

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