Senior Customer Service Team Leader
il y a 3 semaines
Orange is the next generation telecom operator on the Belgian and Luxembourgish market and digital transformation is one of our strategic priorities. To carry this out, we are continuously investing in our talents to log into all of tomorrow’s challenges.
Do you want to help us make a difference for Orange Belgium’s customer experience?
Then you might be glad to know that we are looking for an experienced Team Leader to join our Mobile Back Office Technical team within Customer Service Operations department.
As Team Leader , your key responsibilities are:
As a natural people manager, you motivate, coach, evaluate and guide your team members. At Orange, you are responsible for a team of +/- 15 team members.
You have the end to end responsibility for your team and you detect areas of development in your team.
You take all necessary actions to reach the defined objectives and to maintain the Service Level Agreement
You perform reporting to the management team and are able to perform analysis / provide explanation if necessary on your business.
You also initiates necessary actions in order to improve the customer satisfaction or efficiency.
You regularly collaborate with other teams… in our fast moving environment we have a lot of new projects that we have to implement. You evaluate and anticipate the possible impacts of these projects on your daily business. Together with our process team, you challenge new and existing work instructions and make sure that partners apply the appropriate guidelines
In order to have an efficient planning, you work together with our planning & forecast meeting.
You are also closely involved in the recruitment process of new members of your team.
Are you the profile we are looking for?
You have a Bachelor degree or equivalent through experience
You have relevant experience in a customer service back office environment.
You already have people management experience in a service environment.
You have experience in the telco sector and understanding of the technical mobile problems
You possess a strong analytical mindset
You enjoy taking responsibility
You can express yourself fluently in Dutch, French & English?
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