Contact Center Operations Manager

Job TitleContact Center Operations Manager

Job Description

In this role you will

  • Formulate the midterm (1-3 year) policy for the contact center department, taking into account all the relevant factors for integrated management
  • Manage in full (via a number of department managers) a contact center department that provides operational/business process support to internal and external customers for company products and services.
  • Be responsible for contact center profit and loss.
  • May lead multi-disciplinary change projects.

You will responsible for

  • Coordinate the deployment and implementation of the Service Delivery Transformation strategy
  • Liaison, single point of contact, between the vendor and Markets
  • Responsible to deliver all CX, quality and cost targets
  • You will drive change management along the value chain, executing and implementing the new processes in the Markets/Field Service organization
  • You will be responsible to secure the vendor is delivering as per the SLA with the respective market
  • Personally leading the deployment of Lean, process harmonization, best practice sharing and building new capabilities
  • Secure seamless alignment with the Customer Experience team to deliver one Philips brand image

To succeed in this role you should have

  • Master's degree
  • At least 5 years business experience (Contact Center experience mandatory)
  • Knowledge of After Sales Services (or related areas) in the Health industry.
  • Fluent in English, verbal and written in addition to local language
  • Multiple years People management experience
  • Team builder
  • Strong Analytical skills
  • Ability to manage diverse scope, attention to detail,
  • Strong communicator (verbal and in writing), entrepreneur.
  • Energetic, dynamic, Inspiring.
  • The ability to have a 'helicopter' view; conceptual / Business Shape


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