Contact Center Manager

Are you an experienced leader in the banking and insurance sector with a passion for customer-centricity? In this role as Contact Center Manager, you’ll lead a dynamic team and drive continuous process improvement. You’ll be responsible for optimizing customer interactions and developing talent within your team. With a focus on efficiency and collaboration, you’ll foster a motivating work environment that encourages innovation. Take the next step in your career and

• You will lead the Contact Center with a focus on efficiency—both in day-to-day operations and during times of change—to maximize customer value and promote synergy with other channels.
• You will design, implement, and monitor improvements in assigned channels to increase customer satisfaction and streamline processes.
• You will collaborate with the policy team to develop an integrated model for customer contact and translate this into operational objectives.
• You will contribute to the development of performance standards for the Contact Center in accordance with channel policy.
• You facilitate effective collaboration between the Contact Center and other channels, such as digital and branch offices.
• You organize the department in a customer-focused, cost-efficient manner, managing and developing individual talents and teams in accordance with the organization’s leadership model and values.
• You ensure optimal staffing by placing the right employees with the right skills in the right positions.
• You inspire and motivate your team by clearly communicating and following up on departmental goals.
• You guide colleagues through regular feedback and coaching to help them achieve their goals and grow.
• You drive continuous process improvements within the department by identifying and addressing pain points and opportunities.
• You optimize work processes and reduce unnecessary interactions to increase efficiency.
• You maintain and develop a broad network of internal and external stakeholders to create opportunities for collaboration.
• You manage relationships with external contact centers at both the tactical and operational levels.
• You report relevant data in a timely and accurate manner, contributing to strategic decision-making.
• You identify and manage risks and ensure compliance with legal and internal requirements.
• You coordinate innovation initiatives and encourage new ideas within the department to strengthen our competitive position.
• You implement changes within the department and ensure a smooth transition to new processes.
• You facilitate knowledge sharing within the department and train less experienced colleagues to maintain and expand expertise.

• Possesses a master’s-level mindset and is capable of thinking strategically about the operations of the contact center.
• Has 5 to 7 years of relevant experience in the banking and insurance sector, with at least 5 years of leadership experience in an operational role.
• Can efficiently manage and optimize the contact center, both in day-to-day operations and during change processes, with the goal of maximizing customer value.
• Develops and implements policies and processes focused on channel optimization to improve customer satisfaction.
• Fosters talent development within the team and creates a motivating work environment focused on performance and growth.
• Is committed to process improvement by identifying opportunities and bottlenecks and increasing efficiency.
• Builds and maintains strong relationships with both internal and external stakeholders to create synergies and foster collaboration.
• Responsible for the timely and accurate reporting of relevant data and KPIs to enable informed decision-making.
• Identifies risks and ensures compliance with laws and regulations, also as part of the risk management process.
• Promotes and implements innovative initiatives and technologies within the contact center to remain competitive.
• Guides change processes and ensures a smooth transition to new situations and systems within the department.
• Organizes knowledge-sharing an