Directeur Operations - Facilitair Contact Center
The Operations Director is responsible for the operational management of all business units operating in his/her contact centre and has the ownership of the operational P/L. This role will ensure strategic business and service objectives are met through the provision and analysis of Resource Planning & Forecasting, MI and performance management metrics that drive consistent, cost effective, efficient and employee-focused delivery of Operational KPI’s across a multi-site contact centre operation. The Operations Director will report to the Country Managing Director.
• Hold a university degree or equivalent higher qualification
• Have an excellent understanding of CRM best practice and markets
• Certified in COPC
• Have a proven and successful track record of effective leadership with Commercial and Operational responsibility in the CRM or a closely related industry
• Have strong experience with P&L management and associated financial practices
• Have strong communication and leadership skills, with a proven track record of influencing, negotiation and motivating others at all levels to achieve results and exceed targets
• Analytically and numerically minded with experience of matrix management and providing financial and performance analysis to executive level
• To be responsible for strategic planning and execution to enhance profitability, productivity, and efficiency throughout the country’s operations
• To be responsible for managing and developing the internal and external customer relationship.
• To be commercially astute with a keen eye for figures and have a full budget responsibility for the country
• To lead, manage, develop and inspire your team to deliver continuous and sustained improvements in operational performance and client satisfaction
• To oversee hiring process to ensure all positions are staffed to assigned levels per campaign to ensure client productivity and maximum company revenue.
max. 90.000 euro bruto per jaar plus tot 20% winstdeling en auto