Agent Care Expert
il y a 3 jours
At **DIGI BELGIUM**, we're not just stepping into the telecom landscape; we're here to revolutionize it. With bold ambitions and a relentless drive, our mission is to disrupt the status quo, championing a customer-centric approach and a commitment to innovation. We're not just participants in the telecom industry; we're leading a transformative wave, reshaping connectivity with every initiative
To support us in this mission and as we transition from startup to scale-up, we are seeking a highly motivated and experienced **Agent Care Expert **to lead our customer service operations and who will play a key role in ensuring the overall quality of products and services, improving processes, and maximizing customer satisfaction.
The **Agent Care Expert** will play a crucial role in building and maintaining a positive and supportive environment for our agents. This role requires strong collaboration with HR, a deep understanding of agent needs, and a passion for fostering company culture and employee well-being.
**Key Responsibilities**:
- Taking Care of our customers.
- Recruitment and Onboarding:
- Collaborate closely with HR to recruit and onboard agents who align with our company values and culture.
- Develop and implement effective onboarding programs to ensure smooth integration of new agents into the team.
3. Academy Management:
- Manage the academy, including creating courses, trainings, and certifications for agents.
- Develop and maintain the knowledge base to support agent training and development.
- Collaborate on tool management to ensure agents have the necessary resources to succeed.
4. Agent Support:
- Foster company culture and co-create house rules to promote a positive work environment.
- Set up incentive management programs to motivate and reward agent performance.
- Manage career path management initiatives to support agent growth and development.
- Coordinate on-site, hybrid, and remote agents to ensure consistent support and communication.
- Manage performance recognition and implement employee well-being initiatives.
- Organize team-building activities to strengthen relationships among agents.
5. HR Costing:
- Take responsibility for HR costing related to agent recruitment, onboarding, and support initiatives but also for the whole customer care department.
**Requirements**:
**Education**:
- Bachelor's degree in Human Resources, Business Administration, or a related field. Master's degree is a plus.
**Experience**:
- Proven experience (3-5 years) in a human resources or people management role, preferably in a dynamic and fast-paced environment.
- Demonstrated success in recruiting, onboarding, and supporting employees.
**Skills**:
- Strong interpersonal and communication skills.
- Ability to collaborate effectively with cross-functional teams.
- Experience in designing and implementing training and development programs.
- Knowledge of incentive management and employee engagement strategies.
- Ability to coordinate and manage multiple initiatives simultaneously.
- Familiarity with HR costing and budget management.
- Proficient in English, Dutch & French
**Personal Attributes**:
- Empathetic and supportive approach to employee care and development.
- Strong leadership and decision-making skills.
- Ability to thrive in a dynamic and fast-paced environment.
- Commitment to fostering a positive and inclusive work culture.
- Excellent organizational and time management skills.
At **Digi Belgium** you will be part of an enthusiastic and ambitious team in which we greatly value your own input and believe in the growth of each of our employees. We offer you a great opportunity to work for a fast-growing and innovative employer that operates as a challenger in the Belgian telecom market. Next to this, we also offer a wide range of benefits, including:
- **
Dynamic Work Environment**: Dive into the bustling world of telecom at our startup Expect a workplace that thrives on challenges and growth opportunities.
- ** Competitive Compensation**: Enjoy a rewarding package including competitive salary, meal vouchers (€8/day), eco vouchers & health insurance
- ** Permanent Contract**: Secure your future with us - enjoy the stability of a permanent contract.
- ** Company Car**: Zip around town with ease in your company car, complete with a fuel card.
- ** Invest in Yourself**: We provide ample resources for your personal and professional development. Use our generous budget to level up your skills and become even more awesome.
- ** Contemporary Workspace**: Immerse yourself in a cutting-edge office environment where innovation and collaboration reign supreme. Our central locations in Oostkamp and Brussels ensure easy accessibility.
- ** Flexibility and Work-Life Balance**: Embrace a flexible work culture that promotes harmony between work and play. Hybrid work arrangements and flexible hours allow you to strike the perfect balance.
- ** Extra Time Off**: Work hard and reap the rewards
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