Your Role:
Help and support Off-Shore partners in close collaboration with the Head of offshore:
- Operational management
- Safeguarding the SLA’s on daily basis by checking/following-up the activities (SLA-monitoring)
- Analyzing the trends and pitfalls and discussing it with counter parts (team manager/supervisor)
- Keeping up-to-date the Governance Document, proposing and working out improvements
- Being the SPoC for escalations
- Maintaining a good collaboration with the partners
- Preparing communication on new products and services in close collaboration with the Quality Assurance Team
- Analyzing operational escalations, looking for solutions and providing an answer to its counter-parts
- Keeping an overview of User Management and following up in case of issues
- Performing miscellaneous duties and special projects as required
- Escalating issues to the Head of Offshore
- Quality management
- Ensuring that customer focus is maintained and quality standards are followed
- Measuring the quality of operations according to the guidelines within Worldline
- Executing and following-up corrective actions
- Working out training plans according to the training needs
- Discussing quality deficiency and improvements with the counter-parts, adapting work instructions and reporting it to the Head of Offshore
- Communicating directly via telephone or email and documenting status of actions
- Participating in project definitions and providing requirements for an efficient work process
- Supporting the Quality Assurance Team (within CC) with the creation of work instructions
- Looking for process improvements, methods, and guidelines
- Ensuring that weekly meetings are set up, minutes and action items are recorded and distributed in a timely manner. Following-up on action item deliverables and report back to the Head of Offshore
- Contract management
- Providing reporting to off-shore partners for quality and performance management
- Analyzing the forecast coming from the Planning/Reporting/SLA-monitoring/Forecasting team before communication towards the Partners
- Supporting the Head of Offshore with checking invoices and reporting differences
- Calculating bonus/malus
Your Profile:
- Bachelor Degree
- A first experience in a contact center is preferred
- A first experience in a coaching/coordination role is preferred
- Well organized; able to handle multiple priorities; solid team player
- Good communication, presentation and interpersonal skills
- Excellent numerical aptitude and analytical skills
- Proficiency in Microsoft Office, with medium level skills in Excel
- Good level of Dutch, French and English