Head of Operations

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Head of Operations

Copenhagen

See travel time

For our Customer Service Centre in Copenhagen, we are now seeking a Head of Operations for region North (the Nordic countries, UK & Ireland, Belgium, the Netherlands, Poland and the Baltics).

Responsibilities

Keep an international high performing team motivated by ensuring the right team setup, people involvement, development, coaching on a regular and needs base, including taking disciplinary action once required. Ensure field teams in the countries are also trained and use relevant IT systems (tableau, CRM, Scan2order, ICCM) according to target.
Ensure operations are running without interruptions and according to SLAs with customers and internal and external KPIs, ensure KPIs (DIV, SLA achievement, #of electronically submitted orders etc.) and financial targets (costs) are met/exceeded by providing strategic direction to the country teams and initiate corrective action once numbers are off track. Ensure that customer feedback is implemented.