Customer Service Project Manager & Agile Coach (m / f / d)

Übersicht

We are looking for a Customer Service Project Manager & Agile Coach (m / f / d) with immediate effect

About the position:

 

·       You are responsible for the team of customer advisors who work 24/7 and hold the following tasks:

o   First, competent contact person for all incoming calls from existing customers

o   Examination and assessment of the facts regarding existing diseases and medical examinations of our customers

o   Registration, administration and premium processing of insurance policies etc.

·       You are also responsible for leading, organizing, planning of all company projects to ensure they are completed on-time and within budget.

o   Project and team planning and management

o   Process management and improvement

o   Help in the development and implementation of agile project

 

Your main tasks:

 

–          Lead, motivate, support, and inspire a team of dynamic and dedicated staff to create a constructive culture of collaboration and job satisfaction this will include being available to work occasional weekend and night shifts to ensure the whole 24/7 team are monitored and mentored

–          Analyze performance, identify problem areas, identify, and implement improvement measures using a constructive feedback culture with open communication

–          Development and coaching of the team and identification and improvement of skills and expertise

–          Organization and implementation of internal departmental training to expand the knowledge our products and business processes

–          Review and optimization of Standard Operating Procedures and removing impediments to progress

–          Help transform the company into an Agile organization with regular meetings and stand-ups and ensure collaboration between teams and business divisions

–          Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility

–          Coordinate internal resources and third parties/vendors for the flawless execution of multiple projects

–          Achieving or exceeding the agreed monthly and quarterly department goals through individual and team performance (KPIs and SLAs)

–          Carrying out effective resource planning to maximize productivity

–          Regularly listening to customer service calls for training and improvement purposes

–          Open case review analysis of work including transparent staff feedback

–          Investigate, report, and monitor IT bugs

–          Manage customer complaints and continuously improve the customer experience

–          Be available to take calls out of business hours to answer questions and authorize urgent payments or approve critical and immediate tasks

–          Be available for occasional travelling to Israel and other destinations

–          Authorize and approve (and pre-approve) all payments and high-value claims

–          Cover the supervisors’ tasks when he/she is not in the office

–          Ensure seamless collaboration with other internal teams

–          In connection with the HR department, you take on the recruitment, retention, development and training of your dedicated team members

 

Your profile:

 

–          Completed commercial vocational training

–          Experience in leading a customer service team with outstanding performance (coordination, leadership, motivation and training of employees)

–          Demonstrated history of successful project delivery in an agile environment

–          Professional experience in the insurance, finance or tourism industry is an advantage

–          Experience in managing budgets and hourly assignments based on business needs and goals is desirable

–          A pronounced customer and service orientation is at the center of your day-to-day activities and thus you are a role model for your employees

–          Excellent organizational skills and the ability to take on a variety of tasks and prioritize them effectively

–          Fast comprehension and confident judgment

–          Above-average commitment

–          Strong communication skills and correspondence security

–          Willingness to take over telephone services in shift work in the event of staff shortages

–          Good knowledge of the common MS Office applications

–          You have the following language skills: German – fluent, English – good knowledge

 

What we offer you:

 

–          Permanent full-time employment

–          Above-average salary

–          Startup atmosphere in a young and motivated unit with a personal and collegial environment

–          Excellent future prospects in an international company

–          Centrally located office space in a prime location in Hamburg; very easy to reach by public transport

 

Contact:

Please send your application (cover letter, CV and relevant references) with salary expectations and possible starting date to Ms. Franz: Bewerbung@passportcard.de