We are looking for an experienced consultant to oversee the optimization of processes within our first point of contact for our partners. The ideal candidate will have expertise in monitoring, improving and aligning processes, ensuring coaching of team leaders and optimal service quality.

Responsibilities

Control and implementation of processes

• Analyze existing processes and identify possible improvements.

• Establish and formalize new procedures tailored to the needs of the proper and smooth functioning of the team

• Document workflows to ensure smooth and measurable execution

Manage tasks within the teams

• Working closely with the teams

• Facilitate alignment of practices and objectives between teams

• Create profiles based on a matrix and a pathway for the gradual adaptation of tasks, identify the potential to integrate any training or upskilling

Coaching the team leaders

• Guide the team leaders in developing their management skills at the level of their organization

• Provide operational support to improve the daily management of the call center and daily tasks

Monitoring of quality and working methods

• Development of KPIs indicators for assessing the quality of interactions or modification of existing KPIs

• Supervision of the Quality Monitorings and proposing possible corrective actions

Implementation support

• Collaborate with stakeholders to ensure consistency of service objectives

• Possess change management expertise to guide teams during integration

• Manage associated risks of adaptation and propose appropriate solutions

Ideal Profile

• Education: Bachelor/Master or equivalent by experience   

• Languages: Dutch & French - Fluent; English - Not required

Required knowledge / Experience

Technical Experience &  Business Experience 

Mandatory 

• Experience in managing organizational projects and/or in transformation

• Expertise in the analysis and optimization of processes

• Proven skills in skill acquisition and development

• Excellent stakeholder communication and management skills

• Ability to work in a complex and constantly changing environment

• Significant experience in a similar role (merger, process optimization, coaching)

Preferable

• Knowledge of call center environment is a plus

Soft skills        

• Excellent analysis skills and ability to structure and model

• Efficient facilitator and communicator (oral and written)

• Can strongly convince, influence and negotiate

• Is driven and tenacious for finding – creative – solutions

• Is customer-oriented and driven to meet expectations

• Is a team player

• Fully endorses the values "Scrum": focus, openness, commitment, respect and courage, as well as knowledge sharing, openness, continuous learning and the will to really add value.