Manager Improvement and Transformation 1st Line
Il y a 4 mois
Publicatiedatum: 6 september 2024
- Hasselt
- Contract open-end
**Mission**
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 on the mass market. The Customer Care First Line activities are fully outsourced to external contact centers. The Partner Account Managers and the WFM-team within Customer Care First Line are responsible for the daily operational steering.
As Manager Improvement & Transformation you and your team of First Line Specialists are an important actor of the transformation of our Customer Experience ambition. You lead the changes and continuous improvement by translating the Customer Experience & Care vision into value driven and structured First Line initiatives. Additionally, you will be responsible for the end-to-end overview and financial controlling of the First Line Customer Care budget and related inbound & outbound volumes. You will report to the Senior Contact Center Manager.
**TASKS & RESPONSIBILITIES**
You manage the team of 1st Line Specialists (2 FTE).
Together with your team you are responsible for
- the Project Management of strategic First Line Customer Care initiatives. Leading multidisciplinary project teams (3 to 10 FTE) to deliver these within scope, budget and planning.
- (K)PI trend analysis and related process improvements regarding Customer Care First Line
- Installing a continuous improvement culture and methodology at the first line contact center partners
- Representing first line in strategic company-wide transformation programs/squads related to Customer Care First Line to achieve agreed results within time, cost and specifications; assuring that the Customer Care First Line business requirements and needs are well defined and taken into account in the squad’s scope
- Conducting feasibility studies/business cases and the follow-up of the various phases of validated initiatives, being aware at any time of the status and reporting on progress
- Validating business cases of projects impacting first line
- Analyzing, maintaining and improving (Get Help) process flows and working methods related to the different workstreams (General Services, Moves, Inbound Sales ) of the Customer Care First Line contact centers
- Installing and maintaining a process governance to guarantee an up-to-date documentation of the internal Customer Care First Line working methods (forecasting process, budgeting process )
- Acting as the link between the Customer Care First Line team and the Data Intelligence (BI) team. Gather and validate requirements with(in) the First Line team about new and fundamentally changing (K)PI-reports. (Follow up on the delivery of the requested reports, test and validate the proposed reporting solutions, explain the new/adapted reports to the First Line team)
- The end-to-end overview and financial controlling of the First Line Customer Care budget and related inbound & outbound volumes
- The end-to-end overview and financial controlling of the Cost-per-Acquisition (CPA), the Cost-per-Retention and the Sales volumes of the contact center Sales and Retention activities
- Monitoring and analysis of our sales performance to support the contact centers & sales coaches to boost sales results
- Calculating the yearly bottom-up budget and quarterly budget reviews (Latest Estimates), taking into account the forecasted volumes and projected savings
- Presenting and justifying the first line actual costs vs budget in recurring status meetings with the finance department and business managers/directors.
**PROFILE**
- At least 5 years of experience in project/process management including the experience of leading a project team. Experience with PM-methodologies (Prince2, PMI, ) and continuous improvement techniques (Lean, six sigma )
- Excellent budget management & financial controlling skills
- Absolute affinity with and focus on customer experience and operational excellence
- Affinity with contact centers tools and best practices
- Experience in people management and building a team of direct reports, as well as taking up a leading role in functional (project) teams
- Strong analytical skills: business and financial
- Ability to work in a fast-paced and dynamic environment, and adapt to changing priorities and demands
- Capacity to translate vision of transformation into value driven initiatives
- Ability to collaborate with / build bridges between different departments and teams and to use authenticity & expertise to be an ambassador for the 1st line team
- Ability to overcome obstacles and opposition & tenacity to bring complex projects to a successful conclusio
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