Global Contact Center Manager

The organisation

Our client is a leading company in the automotive sector, based in 32 countries. They are looking for a Global Quality Manager, participating in the design, implementation and monitoring of the service and quality units, contact centers, at a local level. 
Amsterdam | Global Contact center manager | Service | Quality | B2C | Global | Bachelor

The position

As Global Contact center manager you will support in the definition of the global service quality strategy. You will actively participate and advise in the design and implementation of the global service and quality units, monitor transformation plan progress regularly, detect risks and propose solutions to mitigate them. You will draw “as it is” processes and define “to be” procedures. You translate processes into system requirements in order to gain optimal efficiency and customer satisfaction. 

You consult and advise the 32 countries in scope on people management like task assignment, setting up targets and training of contact centre staff. You will design and implement dashboards in order to analyse and interpret the results and propose corrective actions. You will work from the Amsterdam Office with 50% travels in Europe. You will report to the Global Service Quality Director. 

Candidate profile

To be succesfull as a Global Contact center manager you have a Bachelor or Master’s degree. Experience with multichannel strategies in customer contact centers is a must, preferably in B2C segment, at management level, with clear focus on servicing and continuous improvement. You have experience in defining and analysing customer experience. You have proficient knowledge of contact center tools like CTI and have CRM knowledge on expert level. Experience with SAP is a distinct advantage. You are result oriented, 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 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 Global Contact center manager? We kindly request you to send your CV in English by using the link below. For questions and/or more information you can contact Femke Boogers: 06-46891582.