Corporate Omnichannel Manager Contact Center

The organisation

Our client is a leading company in the automotive sector, based in 32 countries. They are looking for a Corporate Omnichannel Manager, defining strategy and managing, from a functional perspective, the implementation and maintenance of tools. 

The position

As Corporate Omnichannel Manager you will assure service excellence by actively defining the omnichannel strategy for customers and drivers, as facilitator for the entities. From traditional channels, such as telephony, to newest way of interaction (e.g. chats). You will manage project rollout at local level, while adding functionality to maximised self-service and improve quality. You will support and advise the countries in the routing of contacts and establish the systems for monitoring performance and enable action. You will define, design and implement service and quality dashboards and analyse and interpret the results to purpose corrective actions. You will work from the Amsterdam Office with regular travel in Europe. You will report to the Global Service Quality Director. 

Candidate profile

You have a Bachelor or Master’s degree and over 10 years relevant work experience in pre-sales platforms or multisite contact centers, preferably in B2C. You have experience in channel strategy definition and functional implementation in contact centers with multichannel capabilities. You have proficiency knowledge of contact center tools and proven experience with omnichannel platforms (such as Genesis, Aspect, ) and digital channel servicing (social media, web, app,..). Avaya knowledge is required. You are a team player with customer focus and result oriented. You have excellent decision making capabilities and are able to work in a dynamic, fast-paced environment. 

The offer

You will work in a dynamic international organisation in a new created role with a lot of freedom to make your mark as you see fit on the contact centres across 32 countries.

Interested?

Are you interested in this role as Corporate Omnichannel Manager? We kindly request you to upload your CV in English by using the link below. For questions and/or more information you can contact Femke Boogers: 0031-646891582.