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

Darmstadt | Marketing / Kommunikation / PR / Werbung | Freizeit / Tourismus | Karrierestarter

Job... For Group Customer Contact Center we are searching for... Head of Contact Centre Efficiency & Effectiveness (m/f) 01.11.2016 - - F-52-2016 Pos.... Key task We are looking for a Customer Contact expert to identify opportunities and...

Jobbeschreibung

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


Mehr Informationen

Einsatzort
Oberursel, Darmstadt
Jobart
Karrierestarter
Tätigkeitsbereich
Marketing / Kommunikation / PR / Werbung, Freizeit / Tourismus
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