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Multichannels Communication Manager
Il y a 4 mois
Luminus is the #2 power and gas producer and supplier on the Belgian energy market and plays a prominent role in the energy transition.
Luminus Retail & B2B contributes to that ambition by supplying energy and developing energy services in line with its vision:"together towards sustainable energy with our e-xpertise and tailored solutions". The Customer Experience & Care (CXC) department within Luminus Retail & B2B manages the customer contacts.
The Multichannels Communication Manager has 2 main responsibilities:
- Business Ownership of the Omnichannel CC Platform: he/she is End-2-End responsible for a correct functioning of the CC Platform at technical and functional level. He/she is the SPOC for operational requests coming from internal users and stakeholders. He/she informs the business of product changes and innovation roadmap.
- Operational monitoring and continuous improvement of the omnichannel retail customer journeys with a view to accelerate the shift towards digital (self) service. This requires and includes interaction with respective channel owners (such as phone, webforms, website, customer zone, live chat, chatbot). He/she acts as a coach towards the other team and squad members ensuring quality, consistency and operational excellence.
Activities
Contact Center Platform
- Partner with internal stakeholders to align on the CC Platform vision, strategy, features, processes and prioritization.
Current main stakeholders are :
CXC, B2B Service, Billing & Collection, IT Helpdesk and Electrical Mobility teams.
- Advise on the optimal functional structure of the contact center platform. Identify future strategic & tactical improvements such as new channels, modules and ways of working.
- Translate product roadmap into welldefined product requirements including features, user stories and acceptance test criteria.
- Provide 2nd line (functional) support to all users, whereas 1st Line support is provided by IT helpdesk and 3rd Line (technical) support is provided by the IT Telecom team.
- Manage, propose and process operational change and continuous improvement requests including requests related to reporting from the CC platform.
- Maintain all functional and technical documentation including integrated and connected tools.
- Collaboration with scrum teams for IT development: follow up of backlog and advise on priorities when needed (integration with CRM, activities of the Telecom team,.)
- Manage the CC Platform supplier and have regular meetings with them
- Accountable for the approval process of each designed change:
- Approve new version releases.
- Monitor the functional and technical tests performed after a change.
- Write the change plan & communication to all involved parties.
- Monitor those actual implemented changes are reviewed internally and in relation to the provider and CLIENT and safeguard the lessons learned.
- Monitor the impact of changes on daily operations.
- Governance of the CC Platform:
- Define roles and responsibilities ;
- o Ensure uniform set-up of different flows (adhere to the naming and other conventions).
Optichannel trafficker
- Balancing human interaction and digital tools to offer customers convenient, personalized and seamless omnichannel customer journeys
- o Identify the non-value added contacts and shift them to self-service, thereby identifying and creating new self-serve functionalities.
- o Define together with the first line actions to convert contacts to digital.
- Optimize the online User Experience with a focus on effortless and firsttime right selfservice
- o Push the right digital communications towards the selected customer segments (paperless communications, Ebill,);
- o Review the website content to optimize the digital customer experience;
- o Monitor campaigns/actions/market changes to push My Luminus/Digital channels;
- o Profile analysis of digital Luminus customers.
- This will be done in close collaboration with the Data and Digital Transformation team.
- University education or equivalent by management experience in a customer care environment
- Omnichannel Contact Center (system) management
- Ideally experience with cloud solutions (such as Odigo, Genesys, Talkdesk, etc)
- Knowledge of CRM systems and database management
- Workforce optimization (WFM, call recording, QA, speech analytics)
- Agile/Scrum methodology
- Experience with Salesforce and JIRA
Skills
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Communication skills, strong communication and convincing skill: written and/or verbally in a clear, fluent, concise manner understood by others
Languages:
Dutch, Frensh, English
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Building & maintaining relationships, establishing and maintaining relationships with people
