Client Support Centre Manager (offline)

About the company
Virtido is an entrepreneurial and innovative IT and Business Process Outsourcing company headquartered in Zurich, Switzerland. We realize ideas and projects - from strategic concept to technical implementation closely alongside our dynamic clients with a strong focus on start-up or fast-growing companies. Since inception in 2015, we have grown rapidly to currently 90+ professionals in Switzerland and Western-Ukraine.

About the client
DDD (Distributor Due Diligence) is a London based Fintech start-up company enabling fund managers and intermediaries to conduct due diligence on the global distributors of their funds in a paperless manner with a newly developed electronic platform and tool. The company has clients across Europe and is expanding rapidly. In order to support their clients, DDD is currently strengthening their remote Support Centre in Lviv. The remote Support Centre’s objective is to ensure that the companies using DDD’s platform complete their work quickly and accurately. While the Support Centre is therefore not strictly ‘selling’ anything (the platform is free for the fund distributors invited to enter information), the process is similar to a sale: the need to persuade people to use DDD’s platform. We are looking for a Client Support Centre Manager to take the existing Support Centre capability to the next level, in a dynamic and fast-paced international environment which offers great scope for creative problem solving and process innovation..

Technical Requirements:
• Experience leading and motivating teams and managing stretching outcome targets in a Sales or Support Environment;
• Experience in devising best client conversion strategies for the team, implementing effective policies and procedures;
• Experience planning the KPIs and delivering on those efficiently and in a timely manner;
• Excellent communication skills;
• Great interpersonal and relationship building skills;
• Ability to think out of the box and to identify effective solutions to issues;
• Analytical thinking and ability to prioritise tasks for the team;
• Strong computer proficiency with accurate and efficient typing;
• Ability to work with minimal supervision;
• Highly motivated mindset, decision-making and stress tolerance;
• Strong customer focus and service orientation;
• Highly organised while handling multiple tasks;
• Excellent verbal and written English

Will be a plus:
• excellent written and spoken French and/or German;
• experience in communicating with native speakers;
• experience working in Sales branch.
• experience working in Call Centre or Service Centre.


Content of work:
• Maintain and develop workflow procedures and process in conjunction with DDD’s leadership team and generate creative ideas for continuous process improvements;
• Manage and develop team reporting and performance indicators and provide bespoke client reports and analytics upon request;
• Work closely with a Business Analyst on product’s functionality;
• Co-ordinate, coach and motivate the existing team to reach company’s goals.

Compensation
Competitive, based on experience and match to profile.

About Virtido

Virtido is an entrepreneurial and innovative IT and Business Process Outsourcing company headquartered in Zurich, Switzerland. We realise ideas and projects - from strategic concept to technical implementation closely alongside our dynamic clients with a strong focus on start-up or fast-growing companies.

Company website:
https://virtido.com/en

DOU company page:
https://jobs.dou.ua/companies/virtido/