Analista de Comércio Exterior II managing import processes for Grupo Soma brands. Engaging with suppliers and internal stakeholders to optimize import operations.
About the role
- Senior Operations Manager overseeing Customer Experience operations and leading teams in a hybrid environment. Responsible for maintaining service quality and stakeholder engagement across departments.
Responsibilities
- Responsible for overseeing the On Holiday Support and Complaints Team, providing clear strategic guidance to the outsourced & inhouse teams, as to drive a strong operational performance to ensure all internal KPIs are met
- You will be responsible for CEO complaints that are sent into our Exec teams, resolving with pace and understanding, then feeding back in the relevant team, the root cause of these customer journeys.
- You will be responsible for the accessibility, medical & personal injury queries that come into the team, ensuring that all queries are dealt with efficiently and the correct levels of attention they deserve.
- Reporting and analysis of daily/weekly/monthly performance highlighting areas for improvement and taking ownership for driving these through
- Ensuring that all processes and procedures are up to date and appropriately controlled, monitored and documented. Highlight areas of concern and interact with other departments to encourage best practice and resolution of issues
- Be the face of/go-to person for your areas of responsibility across the business, being on point to answer all related queries and provide regular updates on the team’s progress
- Challenge internal and external processes and support/implement the changes required to better support our customers
- Playing an active role in the CX management team, working closely with other department managers to highlight any issues that may be having an impact on other teams, ie Pre-Travel Customer Service and work out how to resolve any associated issues
- You will be responsible for representing your departments with our suppliers in their monthly business reviews, holding each one to account on their actions for your respective areas.
- Support and deputise for the Head of Customer Service in meetings with other teams across the business as well as the strategic development of your teams.
Requirements
- Background in Back Office & Front Office Contact Centre Management essential
- Experience working with and delivering through offshore contact centre providers
- A motivated self-starter who is able to work in a fast paced environment, multitask and drive delivery through others
- Data driven - comfortable analysing, understanding and acting upon data in order to maximise team productivity and deliver excellent results for our customers as well as identifying and solving root causes of issues to improve the customer experience
- An in-depth understanding of operational processes and best practices and proven experience in optimising workflows and streamlining operations to improve productivity and reduce costs
- Outstanding and demonstrable Customer Service skills with excellent communication and time management skills with the ability to prioritise tasks and resources effectively
- Highly empathetic, sensitive and focused on delivering high quality customer resolutions
- Strong decision-making skills, especially in high-pressure situations and an ability to indirectly lead a team effectively providing direction, motivation and support
- Ability to leverage technology to automate processes, gather data insights, and improve operational efficiency
- Ability to effectively communicate with stakeholders at all levels of the organisation and experienced in preparing and delivering presentations to senior management and key stakeholders
- Excellent relationship & stakeholder management skills with demonstrable experience in fostering a culture of collaboration and teamwork
- Ability to undertake international travel when required (at present this is approx 3-4 times a year)
Benefits
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Analista de PCP Importado at Grupo Soma managing importation and supplier coordination. Collaborating with teams for optimal delivery and service levels in the fashion industry.
Assistente de Comércio Exterior atuando na resolução de chamados e suporte a fornecedores. Garantindo operações de gestão e acompanhamento de entregas junto aos fornecedores.
Buyer conducting research and negotiation for national and international raw material purchases. Collaborating with quality and logistics departments in a fashion company.
Jovem Aprendiz Administrativo role supporting operational activities and managing tasks. Assisting team with requirements handling and data maintenance.
Intern assisting in planning and projects at Grupo Soma. Supporting data analysis and project implementation in supply processes.
Operations support role handling fertilizer delivery and equipment maintenance for agricultural company. Involves loading, unloading, and maintaining equipment with hands - on outdoor work.
Operations Support role delivering products and services to customers for agricultural distributor. Responsibilities include equipment maintenance, effective communication, and compliance with regulations.
Operations Support delivering products to farms for the J.R. Simplot Company. Performing maintenance and ensuring compliance in agricultural distribution.
Manager overseeing Field Service Partner network for solar operations at Omnidian. Responsible for metrics adherence and quality delivery in solar O&M portfolio.