Business service manager

— PLG-17673

Purpose of the job:

Contribute to a seamless customer journey by ensuring that all Customer Support Centre tools, systems and processes are fully updated, operational and functional. Seek and co-ordinate business opportunities to constantly improve and develop the business enabling the Customer Support Centre to provide fast and easy customer support in every customer contact.

Scope of the job:

Ensure a qualitative business and technical support for co-workers with updated tools, systems and processes to enable them to support customers in a fast and easy way.

Be the contract speaking partner for all external vendors on national level and ensure that all contracts are in line with the business direction.

Ensure that relevant business and technical contingency plans are implemented and lived up to and followed up regularly.

Secure the implementation timeline when rolling out global solutions.

Ensure that service level agreements with internal and external stakeholders are defined and lived up to in order to secure the right support when needed.

Benchmark with other units and the contact centre industry in general to get best practice and good ideas for developing systems, tools and processes.

Co-operate with global solutions owners in order to achieve long-term improvements for tools and systems.

Be a contributor to the creation of the unit action plan and secure within the team that the plan is implemented and lived up to.


Minimum 3 years of successful management experience

Good understanding of all aspects of the multichannel shopping experience.

Knowledge about relevant Customer Support Centre tools, systems and processes.

Deep knowledge of contact centre business

Knowledge in change management.

Technical knowledge and interest.

Knowledge of the system landscape and IT infrastructure.

Knowledge of how systems and processes work and impact on each other.

Good analytic skills

Good planning and organizational skills

Strong communication skills;

English language skills both spoken and written.



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