Team Manager- Back Office Access
il y a 3 semaines
**About the job**
We are looking for a passionate and result driven **Team Manager **to inspire, coach and steer a dynamic team of +/- 50 Support advisors and 3 to 5 Teamleads. You will lead the Access team, part of the technical back office in the domain of Customer Operations.
It is your mission to limited the downtime and amount of customers that have no service on their Telenet & Base products.
If impact occurs, you will use you broad network of stakeholders within the company to limit the time to resolution.
You evaluate a manual and/or automated fix and calculate the cost and needed resources.
You keep an eye out on gathering data to connect the dots and pinpoint the flaws in the process afterwards.
Furthermore you can unlock the talent and expertise of your workforce, improve the customer intimacy,
translate the voice of the customer within the Customer Operations circle, strive for an innovative organization, increase efficiency and be a strong partner of our customer facing teams and above all to our customers.
You do this by developing your team’s competencies, find and develop best practices, set objectives and reaching them within the customer promise.
You have proven skills in people management, technical savviness and a problem-solving mindset. Customer intimacy is your middle name.
**About the team**
The Access team is a bridge between the customer, customer facing teams and the Back Office Tribe.
As a part of the Technical Back Office it focusses on making sure the customer has access to its products. The mission is to locate and fix any blocking factors so customers don't have impact on their products.
The team consist of 3 of about 12 support advisors per team. These support advisors have a broad knowledge of every key product in the Telenet & Base portfolio. Their knowledge is scenario based and limited to known workarounds and frequent errors. They can count on support of the Technical Back Office Services teams in case an issue is not frequent or documented yet. The team is a shared service center for both residential and business customers (SOHO segment).
**This is you**:
- You have a master's degree or equivalent due to experience, and a passion for customers and technology.
- You’re a seasoned people manage **r **, with a proven track record of leading teams with a customer mindset.
Preferably within the telco/techco field.
- You are strong in prevention, problem solving, handling change and translating these skills to the team.
- You’re a servant leader. You understand how to build, inspire, and lead a highly skilled team.
- You’re a people person. You love to work with individuals and make them grow in their professional life.
- You're not going for a status quo. You are ambitious, eager to learn and not afraid to try things out.
- You combine strong analytical skills with a creative and positive mind
- Languages: Native Dutch speaker, with a solid knowledge of English, both spoken and written.
Knowledge of French is a bonus.
**How we make a difference for you?**
Start a new adventure in the beating heart of our Customer Operations Circle, where we work in a flexible way, be it from home or from our open and trendy collaboration spots at the office.
Collegiality is more than just a word. We keep an eye out for talent, ambition, and eagerness to learn. We’ll coach you, train you and make you part of our story.
Moreover, you’ll enjoy a wages and benefits package that will get you places. We’re talking meal vouchers, group and health insurance, mobility solutions (train, bike or car), a yearly bonus, and discounts on Telenet products.
Come experience it for yourself, our passion is contagious.
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