Contact Center Circle Lead (Operations Manager)

• Leads a Circle consisting of Contact Center Professionals and / or Customer Loyalty Members and takes responsibility to facilitate the division of work volume (and customer/ product groups) over the CLTs.
• Setting up new retail banking operational processes and services while adapting operating models and organization design as the business matures.
• Plays an important role in implementing flexible workforce arrangements within Retail Operations.
• Ensures a deepening of the relevant field of knowledge and of expertise within the Circle to offer customers the very best services possible.
• Drives the circle to achieve and exceed key performance targets. Creates a Customer Centricity Culture with the customer at its core and a winning performance culture.
• Proactive in driving performance improvements, data driven mindset, capable of performing RCA, defining relevant actions and successful execution.
• Coach, mentor, motivate, challenge, develop and recognize contact center members on a continuous basis, while at the same time ensuring member adherence.
• Enables an inclusive Orange Behavior culture where everyone gives their best to the organization, in line with One Agile Way of Working.
• Fosters collaboration within Retail Operations and with the different stakeholders. Plays a key role to help others to understand and build their influence within a network.
• Understands and consistently applies Step Up Performance Management (planning, coaching, evaluation) and has continuous conversations with direct reports.
• Knows how to have the right people at the right time at the right place, which means anticipating on the attrition.
• Knows how to deal with escalations for complex and high-risk issues. Advises strategic management on measures/solutions. Provides permanent solutions.

• 5+ years’ relevant experience in managing a team in a Contact Center, Banking and Financial Services industry, ideally in a Shared Service environment.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Independent, analytical thinker, natural curiosity, and desire to improve. A growth mindset. ability to get people on board and to influence change.
• Knows how to strike the right balance between business and people perspective.
• Proactive and a self-starter with a Can-Do and Positive mind-set. Overall, you have a healthy work ethic and a willingness to collaborate. Capable of getting things done with Stakeholders / Support teams in the Hubs and in the countries.
• Strong organizational and cultural sensitivity. Ability to successfully work remotely in multiple countries and ensure different cultures will work together as one team; taking into account different cultures, languages and time zones etc.
• Ability to display flexibility to teams and adapt plan, approach and behavior to the different needs, cultures, and situations.
• Ability to multitask and organize, prioritize, adapt to change, and work in a fast-paced environment.

• Risk awareness and ability to interpret research results and which mitigation measures need to be designed and implemented following the research results.

• A College graduate
• Proficient in spoken & written English.
• Experience and affinity with Contact Center with real time customer contact
• Insight in and affinity with capacity management / work force management processes for real time customer contact
• Experience in training, coaching and/or project management.
• Planning and organizing, ensures timely delivery in a fast-paced environment
• Familiar with Agile Way of Working.
• Proficient in using Microsoft Applications
• Working hours depending on country opening hours and willing to work on Ph holidays

ING