Team Manager- Back Office Services - Mechelen, België - Telenet

Telenet

Geverifieerd bedrijf

Mechelen, België

5 dagen geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

About the job

We are looking for a passionate and result driven
Team Manager to inspire, coach and steer a dynamic team of +/- 50 Support advisors and 3 to 5 Teamleads.

You will lead the Services team, part of the technical back office in the domain of Customer Operations.

It is your mission to connect customer facing teams with the world of IT and network in all its aspects.

Whether it's fixing interactions for customers, support the access teams, creating incidents for things your team can't fix, defining impact, create awareness in the company about known issues, prioritize, automate or extract knowledge and work-arounds from the IT teams.

In dialogue with your stakeholders within the Customer Operations Circle and IT/network teams you evaluate manual and/or automated fixes and calculate the cost and needed resources.

You make sure known issues have documented workarounds so they can be fixed as soon as possible in the support process (by the customer facing teams or TBO Access team).

You keep an eye out on gathering data to connect the dots and pinpoint the flaws in the process afterwards.

Furthermore you can unlock the talent and expertise of your workforce, improve the customer intimacy, translate the voice of the customer within the Customer Operations circle, strive for an innovative organization, increase efficiency and be a strong partner of our customer facing teams and above all to our customers.

You do this by developing your team's competencies, find and develop best practices, set objectives and reaching them within the customer promise.

You have proven skills in people management, technical savviness and a problem-solving mindset. Customer intimacy is your middle name.

About the team
The Services team is a bridge between the Back Office Tribe and IT & network teams.

As a part of the Technical Back Office, it focusses on making sure that all technical/non-billing issues can be fixed.

There are three dynamics:

Resolve complexity "shift right": The most complex situations will be handled end to end towards the customer even if the solution is provided by either IT or network engineers.
Push simplicity "shift left": Once an issue is well documented and a workaround is possible this should be push forward in the support flow as close as possible to the customer.
Create awareness: Make sure the whole company is aware of certain incidents. Both by pushing IT/network teams on a fix by creating incidents and creating triggers to the customers and customer facing teams that certain incidents are ongoing (e.g. alerts to first line teams, notifications to customers)

The team consist of 3 teams of about 12 Technical support coordinators per team and 1 Incident Management team. Every team has a specific knowledge of either mobile, broadband or IM but is an expert within this field. The team is a shared service center for both residential and business customers (SOHO segment).

This is you:

You have a master's degree or equivalent due to experience, and a passion for customers and technology.
You're a seasoned people manage
r , with a proven track record of leading teams with a customer mindset.

Preferably within the telco/techco field.

You are strong in prevention, problem solving, handling change and translating these skills to the team.
You're a servant leader. You understand how to build, inspire, and lead a highly skilled team.
You're a people person. You love to work with individuals and make them grow in their professional life.
You're not going for a status quo. You are ambitious, eager to learn and not afraid to try things out.
You combine strong analytical skills with a creative and positive mind
Languages: Native Dutch speaker, with a solid knowledge of English, both spoken and written.

Knowledge of French is a bonus.

How we make a difference for you?

Start a new adventure in the beating heart of our Customer Operations Circle, where we work in a flexible way, be it from home or from our open and trendy collaboration spots at the office.

Collegiality is more than just a word. We keep an eye out for talent, ambition, and eagerness to learn. We'll coach you, train you and make you part of our story.

Moreover, you'll enjoy a wages and benefits package that will get you places.

We're talking meal vouchers, group and health insurance, mobility solutions (train, bike or car), a yearly bonus, and discounts on Telenet products.

Come experience it for yourself, our passion is contagious.