Contact Center Lead - Germany

itinfinance.nl

Lead contact center professionals
Implement flexible workforce arrangements
Drive performance improvements with data
The role involves leading a Circle of professionals to facilitate work volume division and ensure high-quality customer services

Job Summary

  • The role involves leading a Circle of professionals to facilitate work volume division and ensure high-quality customer services.
  • The incumbent is responsible for setting up new retail banking operational processes while adapting operating models as the business matures.
  • Success requires coaching team members, driving performance targets, and fostering an inclusive culture aligned with Agile working methods.

Matching Summary

The role involves leading a Circle of professionals to facilitate work volume division and ensure high-quality customer services.

Skills & Requirements

Must-have

  • Lead Contact Center Professionals
  • Implement flexible workforce arrangements
  • Drive performance improvements with data
  • Manage escalations for complex issues

Nice-to-have

  • Customer Centricity Culture creation
  • Inclusive Orange Behavior culture
  • Agile Way of Working experience
  • Strategic management advisory skills

Key Requirements

  • Experience in Retail Operations leadership
  • Knowledge of Step Up Performance Management
  • Ability to anticipate attrition and manage staffing

Work Rights

Not specified

Tailored Resume

Cover Letter