Posted on: 11.01.2018

Job type: Permanent

Sector: Industry and Manufacturing

 
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An inspiring people manager with good organization and change skills

Miele is a German family company with a consolidated turnover of 3,9 billion euros and 46 branch offices world-wide. The Miele brand is a premium player in the market of electrical appliances and professional installations for the healthcare sector and the hotel and catering industry. Miele Belgium, with headquarters in Mollem, is making a turnover of 128 million euros with 215 employees and holds a market leading position in most product categories.

 

The 29 employees of the Customer Contact Center have years of experience in providing service to (end) customers. The department has recently been reformed in accordance with international guidelines, with attention to a good organization and internal cooperation in order to serve the customer even better.

In order to further optimize the operation of the Contact Center, Miele is looking for a (m/f)

 

HEAD OF CONTACT CENTER

An inspiring people manager with good organization and change skills

 

Job description

 

  • As the Head of Contact Center you manage and improve the daily operations and the long term goals of the Contact Center and its team. You ensure a timely and qualitative service to the clients.
  • By monitoring and analyzing the different KPIs you manage the performance of the Contact Center. You initiate improvement projects focused on process, people and optimal organization.
  • You manage the budget and resources of the contact center in order to achieve the objectives that have been set out.
  • Together with your team leaders you develop the team of contact center agents. By using cross training, giving feedback and setting up a knowledge database you ensure that the agents can broaden their expertise.
  • You translate the corporate strategy into concrete objectives for the Contact Center. In the light of big changes or investments, you write a business case for the management team.
  • You work in close cooperation with the Heads of the other departments within Miele.
  • You report to the Service Director Belux.

 

Profile

 

  • You preferably have a master's degree or equivalent by experience.
  • You have a few years of experience in managing a contact center or customer service department.
  • You are a coach and motivator for your team. You communicate in an open and respectful manner with your colleagues and team members.
  • You have a structured approach and thanks to your helicopter view you have a proven experience in improvement projects.
  • You are fluent in Dutch and French, knowledge of English and German is an asset.

 

Offer

 

  • An interesting position in a changing and challenging company, representing a strong and international brand known for its quality and reliable reputation.
  • An environment in which you can grow both now and in the future.
  • An attractive salary with several fringe benefits.

 

Interested?

 

Please send your motivation and CV mentioning reference BE765447 to Hudson, att. of Reinout Van Dorpe, Moutstraat 56, B-9000 Ghent, tel. +32 9 242 54 83, e-mail reinout.van.dorpe@jobs.hudson.com, be.hudson.com.

 

Your reaction will be dealt with swiftly and in the strictest confidence.

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Job Reference: BE765447

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