[ep & partners consultancy sh.p.k]

Tirane

Tipi

1. me orar te plote

Fusha | Profili i punes

1. Menaxhim Biznesi

Gjuha

1. anglisht

Eksperienca

vetem me eksperience

EPPC Albania on behalf of its client, a leading Entertainment Center, is currently recruiting an Operations Manager.


Major responsibilities:

• Create and maintain an energetic and engaging customer service culture;
• Ensure the highest safety standards are implemented and maintained for the benefit of our customers and staff;
• Pursuant to our PR and sales plan, engage with key local stakeholders including Principals, sporting clubs etc to maximise the value of our partnerships;
• Participate in industry dialogue and events fostering productive relationships with our competitors;
• Develop mutually rewarding supplier relationships;
• Research industry trends and provides insights and intelligence to Directors – be an expert of the service experience of our key competitors and use this information to ensure we remain a leader;
• Create a procedures guide for all our customer interactions and continuously improve upon these as the opportunity presents;
• Deliver training and refresher programs to our staff;
• Recruit, train and develop our team such that they are highly engaged in our mission, sign-on to our values and model our behaviours internally and externally;
• Ensure that rosters are fulfilled and that sufficient staff are in place in each of our functional areas at all times to service customer demand;
• Manage customer complaints through to a successful conclusion: maintain a database of complaints and undertake regular continuous improvement analysis;
• Work with the Marketing Manager and PR consultants to design events;
• Undertake six monthly performance assessments of direct reports.

Requirements for this position are:

• Demonstrated experience in managing large teams in a demanding fast paced customer service environment;
• Previous management experience in a similar customer focussed environment;
• Strong people management skills;
• Ability to effectively manage customer expectations including the handling of complaints;
• Ability to conduct induction and refresher training for new and existing staff;
• Strong ability to develop relationships with key stakeholders internally and externally;
• Excellent verbal and written communication skills;
• VCE and/or relevant tertiary qualification, i.e. Business, Economics, Hospitality
• First Aid certificate 2.

How to apply:
To apply for this opportunity, please fill your application at:
https://aplikim.eppc.al
You will be contacted only if your CV will be qualified.