Belgium (Telecom / Dutch): Customer Care Manager (REF18)

Client : A leading telecom operator

The assignment is open for Dutch speaking consultants. French and English language and communication skills are a plus.
Candidates without EU work permit are invited to apply, and we would be able to prepare the work permit for admitted applicants.

Job description:

• You will lead and coach the Customer Interactions Workforce Management team (forecasters, capacity manager, resource planners, traffic controllers, insights & improvements & team leads/managers) where, on the one hand, the departmental objectives, results and related activities are central, but also the development of the relevant colleagues is an important part and requires focus
• For the alignment and timing of campaigns and changes that will impact contact centre operations, you build and are the bridge towards your internal stakeholders. Internal stakeholders are: contact centre departments of Telenet Residential and SoHo; other colleagues within CID, including certainly the BASE and Telenet Retail organisation; Business, Customer Journey (including the Octopus squad) and TIO Enabling Tribes and the Portfolio & Navigation Teams. External stakeholders: strategic outsource partners. In doing so, you are able to adequately inform, question, influence, negotiate with the Service Centres and dare to 'challenge' your stakeholders.
• You are the driving force behind the tactical and operational shaping of the Virtual Contact Centre (VCC) strategy, in which we route customer contacts from a central cockpit across both internal and external sites and in which we centrally request and manage both internal and external capacity ("net hours"). This "central cockpit" function is a key pillar of CID's omni-channel strategy and to do this well, a broad strategic view is important, as well as the competence to translate strategy into excellent execution
• In addition to operationalising the aforementioned VCC strategy, as a member of the Telenet Residenial Customer Interactions management team you will play an important role in shaping the interaction strategy and translating it to the internal organisation and external contact centres. Improvements in the integral forecasting and capacity management process are central to this
• You guide the colleagues in your team in the change process, build a team of motivated colleagues and offer them the environment and support they need in this change process
• Together with the team, you are responsible for delivering an accurate forecast, staffing and day-to-day steering, including intra-day view for both the internal organisation and the external contact centres, Retail and possibly other colleagues
• Together with your team, you provide input to the Service Centres (Telenet Residential & SoHo, BASE) for the optimal deployment of resources and construction of the pool
• You advise the BASE, SOHO and Residential Customer Interactions managers, as well as the Service Centre managers on the forecast, optimal departmental utilisation and external contact centres on centres in the short, medium and long term
• You make analyses on KPIs, forecast trends, service levels, utilisation rates, workforce impacting events and make adequate improvement proposals or risk assessments to take the Service Centres to the next level in VCC
• You describe and monitor forecast and workforce management processes, as well as the operational distribution of work within the team

Job requirements:

• Minimum of 5 years' experience within a customer contact environment; experience in this across different (internal and external) sites is strongly recommended
• Strategic/tactical level of thinking and working, able to translate strategy into operational applications and take your environment with you in this
• Strong communication skills and able to build good working relationships with stakeholders and hold substantive discussions with them
• Demonstrable experience with change processes and able to develop change power in employees
• Knowledge of the Genesys platform (Genesys Engage - intelligent Workload) is a plus
• Demonstrable leadership experience in forecasting and capacity management or a clear management talent with the ambition to become the leader within Telenet in this field
• A master's degree (or equivalent through experience) with a strong focus on business/financial knowledge and able to make financial and numerical analyses

Language requirements:

Dutch mandatory

English nice to have

Location : Belgium