Prin intermediul asociaților noștri dedicați, Conduent furnizează servicii și soluții esențiale pentru desfășurarea activității în numele companiilor din Fortune 100 și a peste 500 de guverne - creând rezultate excepționale pentru clienții noștri și pentru milioanele de oameni care se bazează pe ei. Aveți oportunitatea de a vă dezvolta personal, de a face o diferență și de a face parte dintr-o cultură în care individualitatea este remarcată și apreciată în fiecare zi. **The Manager, Delivery is responsible for:** + Providing visible and effective leadership to a multi-skilled contact centre / call centre operation. + Analysing key performance indicators to monitor and improve call center performance. + Driving the business unit performance to meet SLAs, adhere to business unit metrics and accomplish contract performance. + Providing a tailored and supportive training regime to enhance operational performance and engagement. + Effectively leading and contributing to business projects, ensuring delivery to deadlines/timescales, involving the relevant people ensuring timely and up-to-date communication, considering benefits, costs and contingency, taking personal responsibility for staff development across the function and be a major influence on the behaviour and culture. + Supporting and/or sponsoring continuous improvement initiatives and major change programmes, implementing process/ system/ staff development improvements to increase efficiency and effectiveness to achieve the Business plan and where necessary deliver cultural change. + Effectively managing stakeholders and business interfaces with key external parties impacting service delivery, ensuring that relationships are built and maintained. + Driving the management and engagement of the employee teams through coaching and developing, addressing people matters, identifying development needs. + Being a key member of the team that manages the day-to-day client relationship ensuring customer satisfaction and expectations. + Ensuring that all issues/escalations are dealt with in a timely and effective manner and where applicable in accordance with service level. **The ideal candidate:** + Demonstrates fluency in English (C1 level); knowledge of an additional European language (such as French, Spanish, or Italian) is a strong advantage; + Proven experience in management of multi-channel and multilingual Contact / Customer Service Centres and effecting change. + Experience of working for a contact centre whose functions include email, live web chat and social media in addition to traditional voice would be an advantage. + Experience of interpreting operational data and its effect on customer service. + Commercial awareness and understanding of their teams’ impact on financial performance. + A professional management style that suits and promotes the existing culture of the business. + Process driven – ensure processes remain up-to-date and optimised. + Self-motivated with a will to succeed. + Track record of driving transformational change across boundaries & change management functions. + Expertise in cutting edge operational methodologies. + Passionate and strong advocate of continually enhancing the customer experience. + Direct affinity with or any interest in the automotive industry is highly desirable, ideally with Electric Vehicles. + Experience of leading in a highly dynamic operating environment. + Experience in a client-facing role. + Able to use clear communication skills to influence others, including senior leadership. + Able to demonstrate leadership experience, sales driven mindset and result oriented approach. **What we offer:** + Attractive salary; + Permanent contract; + On-site / Hybrid work model. **Monday - Friday** . + Full-time contract; + Good opportunities to develop a professional career; + Work in a dynamic international environment; + Newly refurbished attractive open-plan office space in Palas, Iasi; + Access to comprehensive learning, training, and development via our extensive Global learning platform. + Opportunity to apply for external professional training and courses that can be co-financed by Conduent. + Global Company, working in an international diverse and inclusive environment. _And our attractive extras for all our Associates:_ + Private medical insurance coverage; + Free access to the Bookster library; + Cafeteria plan; + Card Partener Program; + Meal tickets; + Referral bonuses for new hires recommended by you. **_Why Join Us?_** + **_Innovative Work Environment:_** _Be part of a team that values creativity and fosters an environment where your ideas can flourish._ + **_Career Growth Opportunities:_** _We invest in our team's development, providing avenues for career progression and skill enhancement._ + **_Impactful Contributions:_** _Your role is pivotal in shaping positive customer experiences and contributing to the success of our dynamic organization._ + **_Recognition as a Most Loved Workplace®:_** _Conduent has been certified as a Most Loved Workplace® this year, citing respect, collaboration, and a positive vision for the future as key cultural drivers._ + **_Internal Talent Development:_** _Through our management development programs, approximately 70% of our Team Leader positions have been filled from our own associate talent pool._ + **_Long-Term Career Building:_** _Over 25% of our associates have been dedicated members of our team for 5 years or more, showcasing the long-term commitment our employees choose to make._ Conduent este un angajator care oferă șanse egale și ia în considerare candidații pentru toate posturile fără a ține cont de rasă, culoare, credință, religie, strămoși, origine națională, vârstă, identitate de gen, expresie de gen, sex/gender, stare civilă, orientare sexuală, dizabilitate fizică sau mentală, afecțiune medicală, utilizarea unui câine ghid sau a unui animal de serviciu, statutul de militar/veteran, statutul de cetățean, baza informațiilor genetice sau orice alt grup protejat de lege. Pentru solicitanții din SUA: Persoanele cu dizabilități care au nevoie de o facilitate rezonabilă pentru a aplica sau a concura pentru un loc de muncă la Conduent pot solicita o astfel de facilitate(e) făcând clic pe următorul link, completând formularul de solicitare a facilităților și trimițând cererea prin utilizarea butonului "Trimite" din partea de jos a formularului. Pentru cei care utilizează Google Chrome sau Mozilla Firefox, vă rugăm să descărcați mai întâi formularul: faceți clic aici pentru a accesa sau descărca formularul: click aici pentru a accesa sau a descărca formularul (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Ai putea de asemenea faceți clic aici pentru a accesa Politica de cazare ADAAA a Conduent (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) .