Wolters Kluwer Tax Accounting Europe is a leading provider of tax, accounting, and audit information, software, and services to the small-to-large firm and corporate market segments in Europe.
Wolters Kluwer, a market-leading global information services company, has served tax, accounting, and business professionals since 1913.In 2021, we launched the Customer Service Center of Excellence at a European level, led by a Vice President Customer Service, in order to accelerate the new Digital Customer Experience and improve the Company's efficiency and profitability.
We are looking for a new Customer Service Associate Director who can be fully dedicated to leading our team in Spain.Mission:Accountable for the performance and results of a technical/functional customer service department/area.
Provides direction based on general policies and management guidance.
Manages post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance of products and services.
Manages customer support resources and staff to provide quality support to users seeking assistance with product usage.Recommends or makes decisions about new or modified support services.
Adapts departmental plans and priorities to address resource and operational challenges.
Ensures that project goals/milestones are met, business targets achieved, and approved budgets contained.
Works toward objectives established by upper levels of management.
Recommends departmental specific procedures and implements those that are approved.
Provides guidance to employees, colleagues, and/or customers.
Exercises considerable creativity, foresight, and judgment in conceiving, planning, and executing on initiatives.Key Responsibilities:Provide leadership and guidance to technical and functional customer service managers, supervisors, and/or senior professionals based on organizational goals and company policy.Anticipate business and industry issues and recommend improvements to technology, products, processes, or services.Accountable for the performance and results of multiple related functional areas.Develop departmental plans and determine objective-oriented assignments.Establish operating policies and procedural plans, including business and operational priorities, ensuring coherence to EU and Corporate guidelines.Lead projects or initiatives across departments or areas with notable risk or complexity.Liaise with internal escalation, development, and functional teams for issue resolution, communicate complex ideas, and persuade senior levels to adopt a different point of view.Impact the direction and resource allocation for projects across departments, ensuring strong collaboration and alignment with the rest of the Business Leaders across the Country and the European Function.Requirements:Bachelor's Degree or equivalent relevant experience.9+ years of management experience in a customer service or call center environment.Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams.Ability to provide a common approach ensuring integration with local products/technical solutions.CRM skills (analysis, functional requirements definition, deployment).Strong analytical, problem-solving, multi-tasking, time management, and communication skills.Strong ability to persuade and influence others in order to adopt different points of view and communicate complex ideas (internally and externally).Ability to manage functional relationships with management, becoming its senior advisor.Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and manage through challenging situations.Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder management and communications about high visibility and time-sensitive issues.Proactivity and attitude to innovate, considering the impact on the existing best experiences.Oriented to customer centricity and familiar with NPS drivers.Exhibits flexibility and sound business judgment, strategic orientation, and a strong results-driven mindset.Fluent in English.Desired Location: Barcelona, Spain.
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