Senior Contact Center Manager > Brussels > Joboolo BE :
Société : Luminus Lieu : Brussels Brussels Site source : Talent BE
In this role you are part of the Customer Experience & Care management team.You oversee the operational and commercial performance of our contactcenter partners (> 500 people).
You manage the relationship, ensure compliance with our quality standards and policies, and drive continuous improvement initiatives.
You collaborate with internal stakeholders such as marketing, sales and operations in order to align the contactcenter operations and strategy with the broader business ambitions.RESPONSIBILITIESDefine and implement the external contactcenter strategy and contact channel strategy.Achieve Luminus’ commercial ambitions – sales and retention – through our contactcenter partners.Drive innovation in order to enhance the digital experience of our customers, optimize the self-service opportunities and increase the efficiency of our contactcenter activities.Drive the organization and performance of our different contactcenter partners in order to achieve excellent customer service and customer satisfaction.Manage the budget and contract negotiations with contactcenter partners, ensuring cost-effectiveness and controlling its impact on Luminus’ cost-to-acquire and cost-to-serve.Manage the internal team (10 people) in charge of those activities.TASKSManage the day-to-day contacts with of our contactcenter partners (FR/NL), following up on staffing, scheduling, training, coaching, quality, reporting, invoicing and escalation management.Monitor and analyze key performance indicators, such as accessibility and service level, customer satisfaction, first contact resolution, sales, retention and cost per contact, and provide feedback and recommendations to the external partners and internal teams.Lead and facilitate regular meetings and reviews with the external partners, internal stakeholders and senior management, to communicate performance results, identify opportunities and resolve issues.Drive continuous improvement initiatives, such as process optimization, technology adoption and customer feedback analysis, to enhance operational and commercial performance.Maintain regular contact with our contactcenter partners including regular presence on their premises.Develop and implement best practices, policies, and procedures for the contactcenter operations, ensuring compliance with our brand values, regulatory requirements, and data security standards.Collaborate to this end with the relevant Luminus teams such as Sales, Marketing, Legal and IT.Stay updated on the latest trends and best practices in the contactcenter industry and benchmark our performance against the competitors and the market.At least 5 years of experience in managing external contactcenters and leading the transformation from traditional to digital contactsStrong knowledge of contactcenter operations, metrics, tools and technologiesExcellent communication, negotiation, and relationship management skillsProven ability to lead, motivate, and develop a team of contactcenter professionalsStrong analytical, problem-solving, and decision-making skillsBudget management and project management skillsCustomer First mindset and passion for delivering exceptional customer serviceAbility to work in a fast-paced and dynamic environment, and adapt to changing priorities and demandsWillingness to travel occasionally to visit the external contactcenters and meet the partnersMaster’s degree in management or equivalentFluent language skills NL/FR/EN Luminus BrusselsBrussels
