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description de la fonction
We are hiring a motivated contact center leader. You are responsible for coaching and managing a team of 9 contact center employees.
- Improve customer service experience - Keep the department running in an efficient and profitable manner, to increase customer / patient satisfaction, loyalty and retention and to meet their expectations. - Take ownership of customers issues and following problems through to resolution
- Develop objectives for the contact center¿s day-to- day activities - Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) - Hire, coach and provide training to personnel to maintain high customer service standards and accuracy of patients and customers data - Monitor and improve telephone handling, emails management and trip return activities - Evaluate performance with key metrics (accuracy, call-waiting time etc.) - Conduct Customer Satisfaction Survey - Work in strong cooperation with peers to improve internal processes - Challenge customer service procedures, policies and standards - Prepare and execute the monthly closing - Prepare reports for different departments or upper management
- Customer service orientation - Good knowledge of French, Dutch and English - Excellent organizational and leadership skills with a problem-solving ability (Hands On) - Strong client-facing and communication skills - Positive and patient - Knowledge of performance evaluation and customer service metrics - Advanced troubleshooting and multi-tasking skills - Excellent communication skills
- a fixed contract after a sucesfull interimperiod - working in a pleasant environment - working within a peer atmoshpere - competitive salary with fringe rewards