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Channel Manager- Contact Centres

Channel Manager- Contact Centres

Job Title: Channel Manager- Contact Centres
Contract Type: Contract
Location: Amsterdam, North Holland
Industry:
Salary: per day
Start Date: ASAP
Reference: BBBH5826
Contact Name: David Lawrence
Contact Email: david@vineresources.com
Job Published: July 27, 2017 11:02

Job Description

Channel Manager - Contact centres

My client requires a Channel Manager to join this existing digital team to support their digital service channels (Facebook, Twitter, Forum) within their customer contact centre operations. The main goal for continuous improvement of their customer NPS score.

Role:

Manage indirectly 50 people working at our external contact call centres in Netherlands
Responsible for improving the NPS score
Responsible for the quality and cost of the digital contact channels in the operational area
Responsible for improving the customer satisfaction (NPS) of the digital contact channels
Set up reporting and sending on KPIs
Manage call centre on efficiency issues and operational issues for digital contact channels
Take ownership for the use of the right tooling / processes and initiate your proposals to improve this
Optimise the digital channel mix for cost efficiency and customer satisfaction / NPS


Experience


Minimum 5 years work experience in Channel Management
A relationship builder with good communication skills (both Dutch and English, also in writing);
Passion for the digitization of the world and everything that becomes Online
Excellent project management skills
Operational contact call centre experience
Experience with setting up operational processes
Experience with reporting and sending on KPI
Customer care via web and social channels

You must speak Dutch and English for this role. Start in August or September

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