Customer Service
vor 2 Wochen
Stellenbeschreibung: At a Glance: Our Europe happiness delivery team is growing, just like On, and with this comes the exciting opportunity to become a BPO Lead EMEA As a BPO Lead your mission is to manage our hybrid setup of in-office and outsourced teams within EMEA region. You will be a key player & the link in streamlining the cooperation between in house and ou outsourced teams for our B2B and B2C line of businesses across EMEA. You will also be the champion in supporting the regional teams in implementing & piloting new initiatives and processes. You will deliver the WOW by acting as a role model and spreading the On spirit across all our teams. Your Team: Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On - we would be happy to write stories together. Your Mission:
Facilitates & performs as functional bridge for the day-to day delivery coordination between In-house & Vendor leads
Attend the function B2B & B2C Weekly calls & facilitate the cooperations amongst both teams
Support Coaching & QA team in terms of training, refreshers coordination & QA framework/loop implementation
Support BPO Lead in WBR Improvement & QBR setting
Monitor Shared-Services Program Performance and support BPO lead in driving continuous improvement
Monitor staffing requirement vs business reality at the BPO Level & coordinate with WFM for further analysis, responsible for shared-services Joiners-Movers-Leavers Process
Co-implement and reinforce in-house & shared services communication framework & escalation process
Support in the implementation of strategic expansions/growth initiatives
Your Story:
Strong communication & coordination skills
Critical mindset with a strong problem solving skills & attention to details
Proven knowledge of Customer Experience & Service Management, especially in multi-hubs environment
Experience in managing teams and stakeholders in a fast scaling environment
Ideally 1-2 years experience in Vendor Management
Business fluency in English. Any other European languages a big plus
Flexible to travel on occasion
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