Praca Global Commercial Team Leader with Russian Kraków Shell Business Operations

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Opis oferty pracy:
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world. Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations. Global Commercial Team Leader with Russian Work location: Kraków, Zabierzów (pow. krakowski) Job description : • Provides real time ‘on the floor’ support to Customer Opeartions Specialists (COSes) in resolving customer queries/issues. • Engages with customers when queries/issues are escalated to the ‘second line’ support by the COS. • Leads the team of COSes by coaching, motivating, developing and performance management. • Accountable for the delivery of the COSes team to ensure a positive customer interaction. • Internalises and exhibits the Team Lead behaviours that create a positive customer experience with strong leadership of the team. 1) Leads and manages a team of 10 -16 Customer Operations Specialists (COSes) 2) Delivers the daily Service Level Agreement (SLA) for own team and works with COST Team to optimise COSes utilisation and service queues. 3) Manages team resources; coordinates leave, manages breaks and re-assigns responsibilities during team member absences. 4) Ensures the team complies to the agreed parameters (level of authority, offer book, controls & procedures) 5) Champions Customer 1st culture and the behaviours required within the team to deliver an exceptional customer experience 6) Actively manages the daily operational performance of the COSes by being present on the floor with the team 7) Drives COSes to take end-to-end ownership of customer enquiries that may involve other partners across the service chain 8) Drives COSes to resolve customer enquiries during the first contact with the customer (live resolution) 9) Is the escalation contact for customer dissatisfaction issues related to COSes or other service providers 10) Accountable for the overall performance of team members and the team as a whole, positively recognising excellent performance and effectively managing any underperformance. 11) Works with the Customer Operations Coach to coach individual team members to improve performance and actively engages with each team member to develop and act on their Individual Development Plans. 12) Participate in the recruitment and selection of new COSes 13) Identify and drive Continuous Improvement initiatives 14) Liaise regularly with business partners to ensure the team has access to all relevant information to perform effectively in their roles 15) Maintains up-to-date knowledge of business processes and procedures for their area of responsibility 16) Accountable for the execution of the Business Continuity plan for the team they manage 17) Ensures the Shell Group policies and procedures, HSSE, local legal and fiscal (for the OU based in and OU(s) serviced) are clearly communicated, understood and adhered to within their team 18) Uses and promotes the Shell Employee Value Proposition 19) Responsible for KPIs are met as applicable Requirements : Previous professional experience in logistics, commercial or related field Understand/working knowledge of Customer Service Operating Model experience in Customer Service and or Industry proven track record of demonstrated leadership knowledge of MS Office (Excel, PowerPoint, etc) Fluent English Fluent Russian is a MUST Number of Vacancies : 1 Benefits of working at Shell: Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500) Unique opportunity to fulfill your potential with personal and professional development programs Work in a smart and motivated team within a supportive and inclusive culture with strong values Attractive salary and bonuses Complex medical care and individual life insurance Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms Opportunity to participate in social and community projects Shell is an Equal Opportunity Employer

Pracodawca: Shell Business Operations

Data publikacji ogłoszenia: 2016-09-28

Nazwa stanowiska: Global Commercial Team Leader with Russian

Państwo: Polska

Województwo: małopolskie

Powiat: m. Kraków

Miejscowość: Kraków

APLIKUJ

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