We have a very exciting challenge for the experienced Customer Support Manager, who has great people and management skills, and ready to lead a new customer support journey and strategy on board. You are robust and will always go that extra mile to help your team and overcome the toughest challenges.
The Company
An International company with 2 locations in Denmark (approximately 500 FTE´s) has asked Nexus Interim to find a robust and proactive Interim Customer Support Manager to help implement their new strategi. The successful candidate has been responsible for a similar project, has experience with transformation projects and possess strong Service Management skills.
Starting date: 30-01-2023
Duration: 6-9 months
Location: Greater Copenhagen area OR Southern part of Jutland
Travelling: Expect some travelling to the Nordic Countries.
The Assignment
The Interim PM will be working with reference to the Managing Director and continue the implementation of the new customer support function. There will be a strong support from HR Business Partner and Business Improvement Manager on a daily basis.
Other responsibilities:
- Managing and supporting 2-3 team leaders and can work directly with both employees and middle manager.
- Managing and developing the customer support agents (approximately 25 headcounts on a Nordic level) making sure that the Customer Support Organization delivers a satisfactory service in the transition period.
- Continuously working on implementing the new customer support function – securing that all agents feel a co-ownership of the new organization model.
- Ongoing contact to stakeholders (Sales Managers, Division Managers, Service Division and customers) in order to define, describe and implement processes required in the new organization.
- Plan and carry out a process for bringing the new support team together (create team spirit and co-ownership among the agents)
- Design and describe the future Customer Support Organization and staffing, management structure and the team leader role.
- Regular reporting to the Management regarding the progress of the project, technical issues, quality, and economy.
- Foresee potential future problems, delays, etc. and recommend the required remedial action to alleviate the problems.
Your qualifications:
- You have a good technical understanding, ideally combined with a project manager certification.
- Strong customer service management experience either from call center or similar
- Valuable experience with implementations of transformations
- Good communication skills in a Scandinavian language and English
- Previous experience with driving and implementing new strategies and aware of the critical phases.
The important personal skills:
You are a visible manager and used to leading teams across different countries. At the same time, you are open-minded and understand reluctance during a transformation.
You are also:
- Able to work both on a management level but also to meet people / employees hands-on in the day-to-day work.
- Strong communicator at all levels within a company organization.
- Service minded and quality conscious.
- Dynamic and operational yet still methodical, analytical and structured.
- Capable of transforming ideas into processes and workflows.
- Solid presentation skills and comfortable with presenting and prepared for discussions/being challenged.