Senior Operations Manager H/F

Your missions

Our client is an international company based in Brussels and where the culture is based on human values and participative management.


As an Operations Manager, you will work transversally with the various operational departments. You will contribute to ensuring that the customer is put at the heart of the company's decisions and that all actions are taken to create a positive and transparent experience.


Your mission in a nutshell is to:


Participate in the implementation and improvement of the client services strategy and ensure close collaboration with the Supervisors 
Ensure the transversality of the customer approach through the different teams
Ensure that these strategies are implemented in the day-to-day work of the business units: you will provide cross-functional support to the teams and coordinate the overall monitoring of the activities to ensure that they function properly.

Your responsibilities:


You manage and organize the cross-functional Customer Care team to meet customer needs
People Management: You manage, motivate and empower the teams through effective and open communication, a coach manager attitude, regular feedback and giving meaning, in order to contribute to employee well-being and satisfaction, customer satisfaction and business results
You create a powerful team dynamic in the community of supervisors you manage:
You participate in the recruitment, integration, development, coaching of supervisors attached to the Customer Service 
You also ensure regular coaching of supervisors based on the results achieved by their team (leading KPI's, SLA,...)
You define service performance indicators and how to measure satisfaction
You define and implement operational actions for the different departments
You contribute to the improvement of the Contact Center tools used
You manage the customer service department within the KPI's and budget, ensuring continuous improvement of efficiency and performance
You define global action plans to achieve KPI's
You carry out an annual review and propose strategic areas for improvement
Finally, you ensure the budget management of the different departments: monitoring of the forecast and actions to be taken

The ideal profile

Your Profile:

You have at least 10 years of experience in a similar function and environment
You have strong experience in people management, a coach attitude
You are dynamic, positive and enthusiastic
You are committed to building strong teams and developing their people
You have good communication and contact skills
You are organised, structured and able to manage priorities
You are decision making and result oriented
You are flexible and stress resistant
You are bilingual NL/FR (spoken and written), and also have a good knowledge of English

Offer:

Our client offers a position within an international group with real opportunities for development, along with an attractive remuneration package including various fringe benefits. The company is located in Brussels, but you will be working from home 50% of the time, and the other 50% at the office (easily accessible even from Outside Brussels).

Interested in knowing more about this opportunity? Let’s get in touch!