Product Owner- Customer Interaction Platforms
il y a 1 semaine
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Product Owner - Customer Interaction Platforms & AutomationClient: Telenet
Location: Not specified
Job Category: Other
EU work permit required: Yes
Job Reference: 4ad5d74cf88b
Job Views: 9
Posted: 16.02.2025
Expiry Date: 02.04.2025
Job Description:Working in the Customer Interaction Platforms & Automation (CIPA) Tribe
CIPA is the tribe within the customer operations organization that focuses on enhancing customer interactions through the integration of digital tools and automation to maximize efficiency and effectiveness. Our aim is to complement human capabilities with technology, creating a harmonious blend that amplifies their abilities.
We play a key role in successfully delivering Telenet Group's strategic agenda and ambitions:
- Accelerating our customer interaction strategies for both Telenet & BASE brands, by intelligent use of our digital tools & automation capabilities.
- Assuring performance of the digital tools used by customer advisors by maintaining & modernizing our platforms and applications.
Your responsibilities as Product Owner
The Product Owner (PO) is a servant leader who sets clear objectives for the squad (defining WHAT they need to deliver) and helps the squad achieve these objectives. This includes creating focus through prioritization and flow through the removal of impediments. The PO aligns with the relevant stakeholders across the organization, continuously and in preparation of ceremonies such as the Quarterly Business Review.
The squad is focused on assuring the right contact center set-up in line with the respective customer interaction strategy. Key responsibility is the "Virtual Contact Center" (VCC) platform, based on Genesys technology, which connects customers with the right advisor via the right channel. This platform bundles internal and external (partner) advisors into one universal resource pool.
As you can expect, close alignment with the customer operation teams is needed to ensure the best possible fit between platform and strategy. The squad is not only leveraging and extending existing VCC capabilities to ensure smooth operations, but also co-creating together with the stakeholders new capabilities to unlock new potential of the platform.
Key Qualifications:
- Experience in or working with customer operations.
- Technical affinity with contact center tooling & set-up – Genesys knowledge is a plus.
- Strong stakeholder management & communication skills towards multiple disciplines in the organization and even outside the organization (partner management).
- Expertise in (agile) software delivery, from requirements/user stories to delivered code & customer value.
- Management skills, experience in managing processes, projects, and employees.
- Develop a strategic (product) vision and translate its concepts into structured priorities towards execution.
- Able to navigate in an environment with high complexity and pressure.
- Agile mindset, fostering an inspect and adapt approach where regular (sprint) reviews are crucial.
- Making decisions in a complex agile environment, e.g. on Product Backlog and prioritization.
What we have to offer...
- You are about to become a part of an embracing organization that greatly values your contribution. This company also ensures your work environment aligns perfectly with your requirements. This allows you to develop while taking care of your work-life balance. What else do we throw into the tray?
All the space you need to further develop your expertise. We stimulate your personal growth with internal mobility opportunities and extensive learning opportunities, but you may just as well hit the pause button after a while or go in a completely different direction. - A varied job in which you produce tangible results and make your mark.
- A competitive gross monthly salary that we complement with a host of fringe benefits, such as meal vouchers, eco vouchers, hospitalization and group insurance, laptop, cell phone, phone plan, company car (mobility plan), discount on Telenet products…
- The fine company of colleagues who are just as passionate as you.
- Opportunity to work from home 60% of your time.
- A stimulating work environment where you can indulge in the latest technologies.
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