voice lead

Your job will involve:

1. Collaboration Setup:

• Assist in initiating and formalizing the collaboration with an external voice call services provider.
• Help set up the required systems and processes to integrate the external service into CCEP’s existing frameworks.
• Coordinate communication between internal stakeholders and the external provider to ensure smooth onboarding.

2. Daily Operations and Follow-up:

• Monitor daily operations and act as the liaison between the Omni Contact Team and the external provider.
• Assist in managing service quality, ensuring adherence to agreed standards and KPIs.

3. Performance Tracking and Reporting:

• Assist in defining and refining Key Business Indicators (KBIs) to ensure they align with the overall business objectives.
• Support the tracking and analysis of performance metrics (KPIs) to assess the effectiveness of the voice call services.
• Generate regular performance reports for management and stakeholders, highlighting key trends, successes, and areas requiring attention.

4. Training and Knowledge Transfer:

• Help develop and maintain training materials to ensure all team members are equipped with the knowledge to work effectively with the external provider and vice versa.
• Provide ongoing support and training to the external provider agents, ensuring familiarity with processes and tools.
• Facilitate regular knowledge-sharing sessions to enhance cross-functional collaboration.

5. Campaign Objectives Definition:

• Assist in defining campaign objectives related to the voice call services, ensuring they align with broader business goals.
• Monitor campaign performance, working closely with both the external provider and internal teams to optimize results.
• Help identify new opportunities for improvement and support the implementation of best practices.

6. Weekly Routines and Close Follow-up:

• Establish and support regular routines for reviewing progress, identifying challenges, and ensuring consistent service delivery.
• Participate in weekly meetings to discuss performance, provide updates, and plan for upcoming actions.

• Project Delivery
• Projectmatige Oplossingen
• Projectcoördinatie
• Plannen van Projecten

Personal Attributes:

• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to build relationships with internal teams and external partners.
• Analytical mindset with experience or interest in performance tracking and reporting.
• Strong organizational skills and attention to detail.

Languages:

• Proficiency in French and/or Dutch, and very good knowledge of English (both written and spoken).

Technical Skills:

• Advanced Excel and reporting skills.
• Familiarity with CRM, customer service tools, or call center software is a plus.