Operations Specialist
il y a 14 heures
Our team is looking for a passionate Operations Specialist, **willing to help launch a new division inside the Mega Group**, grow its customer base and to reach 5* service. Hands-on, problem-solving, with passion for the Telecom market? Motivated to evolve within a fast-growing group? Apply
**The job**:
In this role you will report to the Managing Director. You will be in charge for both tactical as well as strategic problem solving within the Operations department of the Telco Unit and play a main part in driving customer excellence. Main KPIs: Customer Satisfaction (NPS), Cost-to-Serve (CTS), First-Time-Right (FTR).
Your job / responsibilities will consist of:
- Follow the day-to-day business processes and set out the appropriate actions for both efficient processes as well as high customer satisfaction.
- Play a central role between the sales division and the customer service one.
- Tactical problem solving, conserving the balance in the triangle between cost, quality and timing.
- Reporting of KPIs of main processes as well as CTS & FTR.
- Translate learnings from the reporting and your tactical interventions to drive continuous improvement: improved tools, procedures, customer journeys & experiences, partner optimizations
- Make sure legislative changes impacting the operational department and its tools are properly implemented.
- Be a key player in the controlling of the operations cash flow via proper revenue assurance in collaboration with the finance department.
- Participate in the development of the company's activities and in the definition of its operational strategy.
- Cross-departmental cooperation as well as with external partners.
**Working at Mega **Telco **is**:
- Having the wonders of a start-up, back-end up by the possibilities and evolved maturity of a scale-up.
- Contributing to a sustainable future where energy & telecom are affordable for everyone
- Participating in the development of a local scale-up with human values.
- Having the possibility to evolve rapidly in your knowledge and responsibilities.
- Evolve in a young and dynamic environment, where your opinion counts.
- The possibility to work 3 days a week from home.
- Full-time permanent contract in the center of Leuven or Liège, salary package in line with your degree/experience.
**Is this job for you?**
- You hold a bachelor’s or maters’ degree.
- 2 years of relevant experience is an asset but not mandatory.
- You have a strong business acumen, coupled with demonstrated communications skills.
- You are passionate about customer experience & process optimization.
- You are rigorous, hands-on and analytical.
- You are comfortable with figures, IT tools and digitalization.
- You are fluent in English and French or Dutch.
- And last but not least: you are excited about launching something brand new
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