Lufthansa

Customer Service Manager

Lufthansa - Posted 17 days ago
$82k-93k/year  + Equity

Full-time

Cape Town, WC

Category
Customer Service Supervisor
Career Level
Manager
Company size
108k employees

Port:  Cape Town

Customer Service Supervisor Job description

Join our team and let your career take off with Lufthansa InTouch Cape Town!

Tasks

The position holder works closely with the Site Operations Manager and Snr Customer Service Manager in seeking to ensure the operative and economic success of the Lufthansa InTouch site in CPT focusing on people, performance, and quality. 

Work performed but not limited to

  • Efficiency - Alltools, processes, and systems in place, so that employees can do their jobs /Analyses performance and quality delivery relative to applicable objectives and indicators/ drives the establishment of necessary measures for improvement
  • Profitability - Ensure maximum revenue is generated. Manage productivity, meet/exceed budgetary requirements 
  • Productivity - Ensure campaigns meet/exceed client expectations and SLAs. Works with the SOM to ensure the overall development + growth of the (local) organization including the meeting of service agreements/contractual requirements.

Requirements

Technical skill requirements & experience

  • 5 yrs of leadership/management experience in Call/Service Centre operations/knowledge of processes/key performance indicators
  • Ability to optimize team performance
  • Leadership experience/people management/development to achieve outcomes 
  • Experience with Workforce Management systems/principles
  • Experience implementing change management
  • Project management experience/drive project outcomes from end to end
  • Proficiency in English and another language is desirable 

Personal competency requirements

  • Change management skills/drive change across complex staffing populations
  • Strategic thinking/planning skills/results-driven
  • Attention to detail/high-level analytical skill
  • Internal customer service/interpersonal skills/ability to maintain constructive working relationships

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