Head of Contact Centre Efficiency & Effectiveness (m/f) in Oberursel

Job offer

For Group Customer Contact Center we are searching for a

Head of Contact Centre Efficiency & Effectiveness (m/f)

01.11.2016 - - F-52-2016 Pos. 5

Key task We are looking for a Customer Contact expert to identify opportunities and implement the corresponding initiatives and programs for improved levels of service, operational efficiencies and revenue growth to deliver a leading customer contact experience across the Group.

• Supporting the local heads of contact centres through creating and implementing initiatives and programs in the local markets as well as group-wide across the contact centre operations
• Using problem solving tools and Lean techniques
• Support improvements in Contact Centre efficiency and effectiveness.
• This is a hands on operational role.

Skills

• Expert knowledge of Customer Service, Contact Centre/Call Centre operations and technology
• Commercial acumen and entrepreneurial thinking
• Strong influencing skills with the ability to lead and inspire others at all levels through change
• Programme Delivery/Project Management of large, complex, multinational transformation programmes and projects
• Thorough understanding of Lean and continuous improvement principles
• Experience of working in a Lean environment and of leading and implementing initiatives of this type
• Proven problem solving and analytical skills (i.e. conducting root cause analysis, making recommendations and tracking results)
• Experience of operating in complex international B2B and B2C environments
• Experience in Six Sigma is highly desirable
• Business consulting experience would be useful
• Operations Management/Quality Management qualification preferred

Benefits

In return, we offer a good salary and benefits package with fantastic opportunities for progression in a growing business. Become a part of our vibrant Company and an exciting forward thinking business!

Interested Please apply online!

Based in Peterborough/UK or Gent/Belgium with regular international travel