Service Operations Coordinator
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Are you the connecting link in a dynamic team? As a Service Operations Coordinator, you’ll play a crucial role in optimizing our operational processes within the Contact Center. With your experience in planning and personnel management, you’ll lead the team and ensure an effective workflow.
You have a keen eye for detail and use historical data to continuously improve our services. You will also enjoy flexibility in your workweek and extra days off.
Responsibilities
- You serve as the manager’s eyes and ears on the floor and play a crucial role in identifying operational opportunities.
- You are responsible for creating an efficient schedule and for monitoring and managing activities within the Contact Center in real time.
- You closely monitor the various communication channels, such as phone, email, and chat, and adjust staffing levels based on workload.
- You analyze employee skills and ensure that incoming emails are routed to the right colleagues for fast and high-quality handling.
- You create work schedules, manage vacation planning, and ensure consistent operational staffing.
- You use historical data to accurately forecast staffing needs and optimize resource allocation.
- You prepare operational reports to identify trends, increase efficiency, and support managers in their decision-making.
Qualifications
- Fluent in Dutch and French.
- Has at least 3–5 years of experience in planning, personnel management, or direct coordination, preferably in a customer service environment.
- Possesses excellent analytical skills to evaluate employee competencies and efficiently route incoming requests.
- Possesses excellent organizational and communication skills, works with precision, and has a keen eye for priorities.
- Can work independently and collaborates smoothly with management teams.
Benefits
- 39-hour workweek.
- The option to take 10 additional days off as compensatory time off.
- Flexibility to work from home 2 to 3 days a week.
- Temporary position with the option of a permanent contract.
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