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As a Customer Care Operations manager in the function of a Senior Officer, you ensure the service level and  quality management, analyze and monitor the processes, review the resource planning, create statistics and report to team leader, vice director and director.

With several years of experience in customer service and/or telemarketing, you recognize potential, organize coaching and training in order to bring the customer service to the next level.

Responsibilities:

Service Level Management :

• Monitoring the service level of our different phone lines
• Analyzing key figures of the daily operations (average call duration, admin times, etc.)
• Monitoring the issue/ticket backlog

Quality Management/ Coaching & Training :

• Training management (planning, organization, coaching)
•  Conversation and correspondence analysis (calls, messages, emails, chat, social media)
• Objection/ complaints handling, telemarketing training.

Statistic’s and Reporting:

• Weekly and monthly statistics of client contacts (phone, issues, chats, e-mails)
• Complaints management reporting
• Reports to team leader, vice director and director

Shift leader:

• review the resource planning of the teams months, work schedule, holiday and break time planning)
• Support and advises the team leaders

Skills:

• You have experience in banking/finance or telecommunication
• You have an analytical mind and you know how to analyze different trends
• You have excellent organizational skills  
• You have a previous experience in people management and conflict resolutions
• Languages: Fluent in German & English, French and Italian are a plus

SQ2