Operational Excellence Coach

il y a 1 mois

Brussels, Belgique ALD Automotive Belgium Temps plein

Description
**Your role**

***

**As an Operational Excellence Coach and Expert, you contribute to the **operational management and coaching of the Customer Care team as a direct support of the supervisor. Together with your team you will ensure a high customer satisfaction. In addition, you will drive continuous improvement and performance throughout the department and our organization.**

**Responsibilities**:
**Your main tasks and responsibilities are**:

- Maintaining a **high performing team **through measuring and reporting both individual and team KPI'S and take suitable action through **tailor made** **coaching and training.**:

- Foresee a **qualitative training and coaching** program by further **developing and updating the existing training modules.**:

- Contribute to **operational excellence** by measuring **customer satisfaction, process improvement** and taking a leading role in **complaint management**.
- Contribute to** managing the workload **of the team and optimize service provision and administrative support.
- **Interfacing with other business teams **to ensure that service levels are achieved and maintained.
- **Serving as a role model **by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies and demonstrates a commitment to excellent customer service.

Must Have Requirements
**Your profile**
- You have a **bachelor or master’s degree **and at least **3 years’ experience **within Customer Care.
- You are **result-oriented **and enjoy a challenge. You have no problem with set objectives and deadlines.
- You are naturally driven to give **training and coaching with visible experience.**:

- You will possess first class **communication skills**, with the ability to foster strong relationships with both internal and external contacts.
- You are strong in **optimising processes and tools**, and you are always looking for automation possibilities that you implement yourself and/or in cooperation with the IT team.
- You are a **team player**, passionate in your work and have a great learning agility.
- You are perfect in **French, Dutch **and English (oral as well as written).

Languages English Dutch; Flemish French

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