Traffic Manager

il y a 2 semaines

Mechelen, Belgique Telenet Temps plein

As **Traffic Manager **, you will ensure that we optimize the capacity of our contact centers. You will coordinate and manage a team of five traffickers. As a key stakeholder, you will guide our technical and tooling teams through the development, implementation and configuration of new technologies and tools. You will work with our technical teams to manage and optimize our virtual contact centers.

In this role, it is essential to maintain a balance between day-to-day operational tasks and strategically shaping the future. Our contact center handles more than 6 million interactions a year and includes a population of around 1,000 employees spread across our internal teams and two contact center partners. We operate in four countries. You will play an essential role in optimizing traffic flows and ensuring excellent customer service.

This role is part of the Customer Operations Steering tribe within Telenet and is thus surrounded by a group of colleagues and their teams who are collectively focused on key elements for driving our entire customer operation.

**Your main duties and responsibilities as Traffic Manager**
- **Strategic Development**:You will contribute to the strategic planning and future vision of the contact center. You work with technical teams to evaluate and implement new tools and technologies for operational efficiency and customer satisfaction.
- **Stakeholder management**:You act as a bridge between management, budget owners, operational and technical teams. You ensure clear communication and alignment to manage targets and budgets.
- **Leadership and coaching**:You lead and coach a team of five traffickers. You foster a culture of continuous improvement and collaboration.
- **Traffic management**:You control daily traffic flows within the contact center. You optimize planning and resources for maximum efficiency.
- **Analyzing and reporting**:You analyze traffic flows and operational performance. You will prepare detailed reports and provide necessary recommendations.
- **Collaboration**:You will work with partners in four countries and +/- 20 locations to ensure consistent and high-quality services.
- **Balance between daily focus and forward-looking thinking**:You maintain the balance between daily operational tasks and strategic initiatives for the contact center.
- **Customer satisfaction**:You ensure efficient handling of customer interactions with a focus on customer satisfaction and service quality.

**Your profile**:

- Minimum 5 years' experience within a customer contact environment; experience in this across different (internal and external) sites is highly recommended.
- Excellent analytical skills and the ability to make data-driven decisions, combined with a proactive and problem-solving attitude.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders and teams.

**What we have to offer**:
You will be joining a company that **invests heavily in you **, and that adapts your working environment optimally to what you need. This allows you to develop while taking care of your work-life balance. What more are we bringing into the mix?
- You will be given every opportunity to further develop your expertise and to **experiment **.
- We will encourage your **personal growth **with ample learning opportunities.
- A **varied job **in which you will achieve tangible results and make your mark.
- A **competitive salary **augmented by a range of fringe benefits..
- The opportunity to work **at home **up to three days a week (flexible on a quarterly basis)
- The fine company of colleagues who are just as passionate as you. At Telenet, we are there for each other You don't only feel that dash of **team spirit **during brainstorms and meetings, but also on our padel court or in our coffee bar.

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