Customer Service ManagerLufthansa Services Philippines, Inc.

The position holder works closely with the Site Operation Manager in seeking to ensure the operative and economic success of the Lufthansa InTouch Manila Center.
Job Responsibilities:
Responsible for the planning and steering of the organization with delegated authority by the Site Operations Manager and in close cooperation with the central Performance & Planning unit
Provides high level support to the Site Operations Manager with market performance and analysis and the development of both immediate/short term and strategic solutions to optimize service delivery
Responsible for directing the performance of operative Team Leaders so as to ensure the consistent and stable delivery of time efficient and productive people outputs across the organisation. This includes (though is not limited to) the provision of performance planning, coaching, feedback and the identification of training needs.
Oversees the provision of local workforce management support and services for the organisation
Analyses performance and quality delivery relative to applicable objectives and indicators and drives the establishment of necessary measures for improvement where needed
Establishes appropriate controls to ensure accurate and timely reporting and effective performance/service analysis for both the organisation and operative personnel
In close cooperation with central IT unit, safeguards technical service delivery and system/functional reliability across the organization
Engages in pro-active dialogue with leadership personnel regarding staffing issues (such as attrition) that may affect the organization's ability to achieve its goals and coordinates the development and implementation of appropriate action plans as required
Together with the Site Operations Manager, prepares and implements strategic plans to secure long term success and the attainment of LIT objectives
Assumes responsibility for the coordination of new business initiatives across the (local) organisation together with LIT Business Development or Product & Process Team
Leads the development and implementation of activities and initiatives to strengthen people and performance in periods of irregularity (IRREG) in close cooperation with Irreg Steering Board
Works closely with the Site Operations Manager to ensure overall development + growth of the (local) organisation including the meeting of service agreements and contractual requirements
Acts for the Site Operations Manager in periods of absence and/or as required
Other duties consistent with the position
Qualifications:
Proven experience in managing service delivery in a service centre operation and detailed knowledge of service center processes and technological capabilities
Demonstrated leadership experience with including people management & development
Substantial and broad experience with the implementation of change management
Project management experience and the ability to drive project outcomes from end to end
Proficiency in English
Willingness to work night shifts
Highly developed leadership and people management skills with the ability to direct/coach and support people to achieve required outcomes
Expert change management skills and the ability to drive change across complex staffing populations
Strategic thinking and planning skills and a results driven approach
Excellent written communication skills, including the ability to write non standard correspondence and reports
Excellent verbal communication skills, including the ability to deal effectively with a wide range of internal and external customers
Excellent internal customer service and interpersonal skills and the ability to maintain constructive working relationships across the organisation both locally and in partner offices worldwide
Excellent advisory skills and the ability to make decisions based on sound judgment
Proven ability to work well under pressure and to tight time frames
Excellent attention to detail and high level analytical skill
Well developed organizational and time management skills
Well developed problem solving skills
Excellent negotiation, coaching and conflict resolution skills
Strong empathy and sensitivity toward people issues
Ability to work independently and as part of a team
High level of integrity and confidentiality