Job Description

• Attractive Remuneration and bonus
• Leading Luxury Brand

About Our ClientA leading luxury goods holding company, it boasts a prestigious portfolio of brands specializing in jewelry, watches, and high-end fashion. This company maintains a strong presence in the global luxury market with renowned names globally.

• Oversee complex vendor relationships and manage brand expectations.
• Define KPIs, SLAs, and targets in alignment with Client\'s standards and brand expectations.

• Collaborate with external vendors to develop reporting metrics to ensure the Contact Center\'s quality operations.
• Analyze reports and provide key performance results to the brand executive teams.
• Regularly forecast and analyze data against budget statistics.

• Work with external vendors to forecast volumes and ensure adequate staffing to meet operational needs.
• Provide continuous feedback and participate in the annual performance appraisal process.
• Align targets for each team member with brands and external vendors, monitor, and assess performance.
• Report CRC and staff performance to brand management.
• Collaborate with IT and marketing teams to ensure deliverables are achievable within business systems and that ongoing improvements are implemented.

The Successful Applicant

• Proven abilities in project management, people management, and leadership.
• Previous experience with e-commerce web and phone sales, with the capability to drive a customer-focused and sales-oriented contact center.
• In-depth understanding of counseling, coaching, and mentoring techniques, along with providing performance feedback.
• Proficiency in Windows and familiarity with Contact Center and CRM tools, such as Salesforce and Power BI.
• Exceptional skills in planning, organization, time management, and analysis.
• Excellent verbal, written, and presentation abilities, with the capacity to interact professionally with staff at all levels.
• At least 6 years of direct experience in call center or customer service management, ideally within the retail eCommerce sector.
• Preferably has a background in eCommerce, particularly in the luxury retail industry.
• Assertive, adaptable, dynamic, enthusiastic, proactive, meticulous, supportive, and a team player.

What\'s on OfferThe successful applicant will be offered a competitive remuneration package. The company values its employees and provides a supportive, collaborative, and inclusive work environment

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