Call Center & Technical Operation Center Team Leader
Schindler
Brussel, Belgium, BE
21 uur geleden

Mobility is the goal

Lead technology and processes involved in the (external) call center to provide outstanding customer service and professional handling of all customer calls, as well as building a collaborative relationship with the Service Leaders and the EI Technicians.

  • Lead call center utilizing a defined set of metrics and regular follow-up meetings with the call center.
  • Lead customer call center complaints to a successful conclusion.
  • Implement appropriate escalation process in order to ensure that all calls are handled effectively.
  • Coordinate with Branches that all relevant dispatching data is kept up to date.
  • Coordinate with the local IT and Schindler Group (SDB) for call center technology related topics
  • Implement and lead the Technical Operation Center (TOC)

  • Handle signals and calls from Tele-alarm and Tele-monitoring devices, where installed.
  • Provide to Service Leaders and Branch Managers relevant information on Callbacks or information coming through our Remote Monitoring Platform, in order to improve the quality of our services and customer satisfaction.
  • Lead and improve the process for follow-up of Non Calling Modules (NCM).
  • Detect and specify technology and systems requirements that could be implemented to improve the customer care processes.
  • Coordinate with the Group (TOC Steerco)
  • Mobility needs you

  • Higher education, Bachelor or Master
  • Minimum 3 to 5 years’ experience in a similar or IT related role
  • First) experience in leading a team is a plus

  • English, French & Dutch
  • Excellent organizational and project management skills
  • Being able to communicate with a wide range of stakeholders (external call center, Group and corporate, Branch Mgrs, Service Leaders, Technicians)
  • Skill to get things done, also with the Field Operations
  • Team player with a great appetite for initiative
  • Able to handle fast-paced, multilingual work environment while juggling different tasks at the same time
  • Analytical mind
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