Head of L1
il y a 14 heures
**Customer Service Intelligence Manager**:
Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life - people like you. So if you are a highly skilled Customer Service Intelligence Manager looking to make a real impact on the world, join our journey
The opportunity
You will directly support the Customer Care Strategy and report to the Head of Customer Care for Benelux & Western Europe, in Brussels.
Worldline grows and evolves rapidly, and so does our Customer Care organisation. With the merge of the E-com and Instore operational teams, new products, activities and projects coming our way, more than ever we need someone dedicated to help us understand and highlight our Service Quality, Customer Experience and Needs.
About the team
You will be part of the Management Team within the Customer Care Benelux & Western-Europe Organisation. In Customer Services we want to deliver service with zero effort, personalised & empathic, proactive and by creating value to our Customers. You will strongly collaborate with other departments & external partners, from Customer Services, Business Application Dept, Training, to other stakeholders across Worldline entities. We are committed to continuous improvement. We are always looking for new ways to improve our Service towards the Customer. You will experience this in your everyday life as a Worldliner.
Your day-to-day responsibilities include
- Forecasting for our external partners for the Benelux region:
- Work Force Management
- Activity based forecasting and follow-up
- Budget support
- FTE models
- Performance Management for Customer Care and all domains with Customer Services:
- Report on a weekly and monthly basis teams performance and achievements on KPI
- Analyse KPI drivers and identify areas of improvement and report your findings
- Collaborate with team leaders and managers to coordinate processes and identify opportunities for CS improvements to meet the operational and strategic needs of the business
- Dashboards, reporting & tooling:
- Management of internal team (2FTE)
- Support business reporting needs and deadlines
- Alignment with Training team to share knowledge
- Customer Service Intelligence:
- Set up and analyse dashboards to provide insights in our Customer Services with the scope to identify Waste, good and bad CX, increase First-Time-Right, empower Payment Experts and much more
- Connect** **the dots between the 5 domains: report on links and dependencies between the operational domains: Onboarding, Dispute & Fin Mgt, Customer Care, RB, F&L
- Present these insights to other teams and departments so that actions can be taken
**Signs of success**
As the Customer Service Intelligence Manager you facilitate our Operations to be on-target and provide CX insights. Through collaboration with our external partner and the Customer Service teams, you build your reputation as a true expert.
- Managing the internal team as the go-to department for reporting & dashboards and reaching internal deadlines
- On-target forecasting
- Increase proactivity by analysing, alerting and reporting identified issues in KPI’s & CS insights
- You act as a real facilitator to provide insights and follow up on trends, also from our Competitors: as the European leader, we definitely want to do better
- Step by step you become the expert in defining the right KPI’s and SLA’s to provide excellent Service based on the Customer Needs
- Support industrialisation by sharing how-to with the training team for dashboard and reporting creation
**Skills we can't do without**
As our new Customer Service Intelligence Manager, you’re not afraid to take the lead:
- Leadership skills: a leader that can transform the department from operational to focus on insights to support the Customer Services Strategy
- Customer Experience is part of your DNA
- Bridge-builder: building constructive relationships with the external partner
- Problem-solving skills: you possess the knowledge, expertise and motivation to take initiatives to solve problems. You try to find the root cause of recurring business or workplace issues to identify effective solutions.
- Good time-management skills to reach the weekly and monthly deadlines
- Communicating skills: Fluent in English and Dutch/French.
- Eagle eyes: you have a strong eye for detecting CX or KPI pain points, you like to go in-depth Customer care reports
- Critical-thinker: don’t assume but investigate to get representative data and analysis
- You are a real team player
- Eager to learn and gain expertise of new products
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