Contact Center Manager

Description

Orange Bank, the mobile digital bank from Orange, is looking for a contact center responsible to steer our service team to reach outstanding customer satisfaction.

Reporting to the head of customer Care, he/she will lead the relationship with our contact center partner working closely with the team and helping our front line to deliver best in class experience to our customers.

Main responsibilities

• Lead the contact center team working together with our partner’s manager and participate in the whole end2end working cycle (recruiting, training, policies, feedback, ).
• Make sure that our service reaches and even overcomes our customer expectations.
• Follow up and keep on target our challenging service KPIs, above all (but not only) customer satisfaction.
• Take part, as a key contributor, in our continuous improvement program, gathering all the feedback coming from our customers and our team and turn it into actions to be implemented.
• Act as a project manager for implementing new products or features in our tools and/or team.
• As OB’s image in front our partner and customers, he/she must ensure that our brand values and principles are well transmitted both to the team and to the end customers.

Profile

We are looking for a proactive, analytical customer oriented professional with large experience leading contact center teams and managing service partners/providers.

Being open minded, team player, multitasking, goal oriented and used to work under pressure in small agile teams is a must.

We want someone who can challenge the way we do things for our improvement so new ideas are welcome.

Digital Customer Service experience (Chat, Social Networks) and banking sector knowledge is a plus.

Skills :

• Degree in Engineering or Business Management.
• 4-6 years of experience in similar positions, managing clients, suppliers and contact center teams.
• Process management knowledge.
• Experience with omnichannel and digital strategies (chat, social media).
• Experience in banking (nice to have).
• Customer centric, proactive and team worker.
• Salesforce service skills.
• Fluent in English is a must. French, a plus

Other competencies

• Leadership and communication skills.
• Analytic and able to solve problems.
• Likes to work with and for people.
• Ability to work in changing environments.
• Proactive and great listener.