Mission :

Reporting to a member of the Management, you will be responsible for the operational performance of the Customer Care Centre and the continuous optimisation of the customer experience and employee experience. You will manage a team while actively contributing to the transformation and improvement of processes.

Responsibilities:

• Manage the daily operations of the customer relations centre and ensure the achievement of performance objectives
• Supervise, support and develop managers and their teams (3 direct reports, approximately 30 indirect)
• Ensure resource planning and optimise operational capacities.
• Monitor, analyse and improve key performance indicators (service quality, customer satisfaction, productivity, conversion rate, etc.).
• Identify and implement continuous improvement actions on processes, tools and customer journeys.
• Collaborate closely with internal departments as well as external partners.
• Participate in defining and deploying the department’s development strategy
• Provide reporting to management and contribute to the budget management of the activity.

Profile:

• Proven experience of at least 10 years in a management position within a Contact Centre, service environment or retail
• Strong experience in managing operational performance, resource planning and budget management.
• Good knowledge of CRM and ERP environments as well as reporting tools
• Experience in project management and change management appreciated
• Fluent in French, German and English.
• Recognised leadership, customer service orientation and strong results focus.
• Analytical, structured mindset and ability to unite teams around common goals.

Job conditions:

• This position is based in Nyon
• Possibility to work remotely up to two days per week
• Role with national and international scope.
• This role involves occasional travel. Some flexibility is therefore required.