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Manager Customer Contact Center

vbtgroepWerken op afstand
Hybrid Full-time

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Experience Level

Manager

Qualifications

Who Are You?You think at a strategic level but also pay attention to operational issues and tasks. You are confident in expressing your opinion and making decisions, presenting opportunities for improvement that you can translate into concrete actions. You communicate effectively with your counterparts, easily articulating your message on both a social and business level. You guide your team, create space for development, and hold others accountable for meeting commitments. Lastly, you work according to the principles and values of vbtgroep: No-nonsense, Integrity, Sustainability, Expertise...

About the job

Manager Customer Contact Center | Eindhoven | Hybrid | 32 - 40 hours per week |

Are you an experienced leader in a call or service center looking to take the next step in your career? Do you have a strategic vision while still enjoying involvement in daily operations?
In this role, you will hold the ultimate responsibility for our Customer Contact Center (KCC), playing a crucial role in its development and professionalization. You will establish structure, processes, quality standards, and team building. You will not be alone in this endeavor; you can count on the active support of Management, IT, and other facilitating departments.
If this sounds like an exciting challenge where you can make a difference, we would love to meet you!


Your Responsibilities

In this leadership role, you will manage two experienced coordinators and indirectly oversee a department of approximately 14 service staff. You will be (ultimately) responsible for directing and optimizing the Customer Contact Center (KCC) and for the results of this department. You will focus on efficiency, customer orientation, and process optimization as outlined in an annual plan, ensuring adherence to deadlines, quality standards, and output. You will also be responsible for first-line contact with members of the VvE’s and for administrative and secretarial support for VvE Managers. Collaborating with your team, you will shape the new department and contribute to enhancing customer experiences aligned with our quality ambitions.
This is a glimpse of your daily activities:

  • Ensuring an effective and qualitative staffing and availability during office hours;

  • Identifying bottlenecks in work processes or customer communication and proposing improvements to prevent complaints;

  • Drafting an annual plan and ensuring compliance with the commitments outlined in the annual plan;

  • Overseeing correctly and efficiently established administrative and secretarial processes according to quality standards;

  • Monitoring daily team performance and adjusting output, quality, and planning as needed.

About vbtgroep

vbtgroep is a dynamic organization committed to enhancing customer experiences through innovative service solutions. We focus on collaboration and support across departments, ensuring our teams and clients thrive together.

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