We are seeking a highly motivated and adaptable mid-level Operations Team Leader to manage inbound and outbound contact center campaigns for our key telecom and e-commerce clients. The ideal candidate will be fluent in Dutch, and French AND/OR English, possess strong people management skills, and be comfortable seamlessly transitioning between projects and supporting multiple campaigns as needed. This role requires a proactive, solutions-oriented individual with proven experience in team leadership, process optimization, and reporting. Responsibilities: - Lead and manage a team of customer care representatives handling inbound and outbound calls for telecom and e-commerce clients. - Develop and implement strategies to optimize campaign performance, including call handling, conversion rates, and customer satisfaction. - Create and analyze daily/weekly/monthly performance reports, identifying areas for improvement and implementing corrective actions. - Streamline processes to maximize efficiency and productivity within the team. - Provide coaching, training, and performance feedback to team members. - Ensure adherence to client service level agreements (SLAs) and quality standards. - Collaborate with other departments (e.g., sales, marketing) to ensure seamless integration of campaigns. - Proactively identify and resolve operational challenges. - Master and effectively utilize client-specific CRM systems. - Maintain a positive and supportive team environment. - Be readily available and flexible to support multiple programs and campaigns as needed.
Profil Recherché
- Mid-level experience in contact center operations, specifically managing inbound and outbound campaigns within the telecom or e-commerce industries. - Fluent in Dutch, French, and English (written and verbal). - Proven experience in team leadership, including coaching, mentoring, and performance management. - Strong analytical skills and experience creating and interpreting performance reports. - Proficiency in process improvement methodologies and techniques. - Experience with CRM systems (willingness to learn new systems is a must). - Excellent communication, interpersonal, and problem-solving skills. - Ability to work independently and as part of a team. - Demonstrated ability to adapt to changing priorities and support multiple projects simultaneously.
Avantages sociaux et autres
- Permanent Contract - CNSS, AMO & AXA - Work Flexibility - Growth Opportunities
Amplitude horaire
Monday to Friday | 08:00-17:00