Quality & Process Expert (Wfm)

**Excited to grow your career?**

**Contribute to Orange Belgium’s B2B Customer Experience department**Orange is a bold challenger on the Belgian telecom market. We are an innovative company focusing on the quality of the experience that we want to propose to our customers. To carry this out, we are looking for experienced talents. Maybe are you the skilled profile we are currently looking for

**Sounds good?**

Then you might be glad to know that we are looking for a passionate

**Quality & Process Expert **to join our B2B Department.

**What will you do?**

**You will **take the lead in changes, projects and process enhancements **where your specific operational expertise is required & acts as SPOC for specific transversal activities.

You will also be in charge of transversal continuous **Workforce Management (WFM) **process improvement initiatives taking into account the different operational departments and ensuring follow-up and implementation of identified opportunities

**Key responsibilities of a Quality and Process Expert**:

- Actively seek for transversal WFM improvement opportunities within the different operational departments and with external parties if applicable;
- Launches initiatives for improvement of quality/efficiency of data, services, tools, working methods and processes with direct or indirect impact on internal & external customer satisfaction and operational excellence in the WFM domain;
- Proactively proposes & drives improvements, changes and simplifications of WFM-related tools (IVR, Planning tool,) and processes & work methods;
- Acts transversally as key contributor for all EBU WFM aspects and also performs the further follow-up towards users both internal and external;
- Acts as an expert for all transversal WFM-related aspects. Supports Management team with WFM expertise support and provides clear and structured feedback on taken & requested initiative;
- Acts as a reference point regarding operational questions (specific issues, improvement, processes,...) in the WFM domain;
- Monitors the usage, performance and quality of WFM-related tools (IVR, Planning tool,) and processes & work methods;
- Shares experience and knowledge and investigates in the WFM domain in order to increase own and team knowledge : documents and updates the relevant business processes & working methods

**Your profile**:

- You have a specific experience related to Workforce Management (routing, IVR, planning, forecasting, reporting, ) and you are capable of clearly relay WFM expertise to peers, stakeholders & management
- You have already a good knowledge of Orange Belgium’s products and services
- You already have Corporate reporting tools & best practice
- You have At least 2 years Project/Process management experience in operational environment
- You are organized and can define priorities
- You have strong analytical capabilities and you can work autonomously
- You are a problem solver
- In your customer centricity, you communicate fluently in Dutch, French and English

**Discover our offer**

You will work in a dynamic working environment Not only will your function be key for our Customer experience, you will also be part of professional hotspot with a highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover you can look forward to the following compensation and benefits package: a market competitive salary, performance bonus, meal vouchers, group and hospitalization insurance, high-end smartphone as a free tariff plan.

**Inspired? Then we would like to hear from you**

If there’s a match in the making, we’ll invite you for a first interview.