Transformation Lead Base Customer Operations

Il y a 2 mois


Mechelen, Belgique Telenet Temps plein

The BASE Customer Operations Tribe is responsible for all first line human assisted sales & care support through digital assisted channel, call, written and retail. We are focused on operational excellence and guide our customers the longer the more to digitally self-service platforms. Our Tribe has 4 teams: retail, customer contact, retail facilities and transformation.

We serve our customer throughout the whole country. We are customer oriented, have a challenger mindset and are mobile first.

Running customer operations is often about being there to solve the at hand problems, make sure we reach the sales and monitor the main Key Performance Indicators. Which leaves often little time to innovate, experiment and do things differently.

As our Transformation Lead BASE customer operations, you are responsible to bring transformation in the widest sense into the BASE customer operations organization. We expect you to bring in that innovation, suggest experiments, whether it be testing an new store concept, trying a new way of working. You are responsible to introduce new ideas that fit the overall strategy, set the right priorities and lead the first try-outs.

What is needed:

- You can think innovatively and creatively
- You are numbers oriented to build clean business cases on your ideas
- You have ideas but are also able to implement them into the field together with your colleagues and stakeholders
- You can prioritize
- You have a can do mentality and have knowledge on operations organization.
- You are not afraid to have your feet in the mud
- You can create an internal network to get things done
- You can work in a team
- You are able to present and convince on your projects
- Knowledge of French and Dutch is mandatory.



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