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Open nowPosted 24 days ago

Service Channel Lead - Contact Center

Site kandidaatervaring37 open roles

Where
Netherlands
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Your applicationOpen nowService Channel Lead - Contact CenterSite kandidaatervaring · Netherlands

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Site kandidaatervaring's own form.

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The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market. Site kandidaatervaring postings stay open a median of 13 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 24 days ago

Site kandidaatervaring median: 13 days open

The posting

Job Description

Als Service Channel Lead werk je aan de strategie, ontwikkeling en performance van de service kanalen voor de klantenservice van B2C en B2B. Je zorgt dat klanten via de juiste kanalen goede, persoonlijke service krijgen. Je maakt scherpe keuzes: waar investeren we in, wat bouwen we af, wat standaardiseren we en waar willen we juist persoonlijk blijven? Daarbij weeg je klantwaarde, klanttevredenheid, kosten, schaalbaarheid, digitalisering en commerciële kansen tegen elkaar af.

Je houdt je onder andere bezig met:

  • Ontwikkelen en aanscherpen van de kanaalstrategie voor assisted service kanalen voor de B2C- en B2B-klanten.
  • Maken van strategische keuzes over de inzet, groei en optimalisatie van servicekanalen.
  • Vertalen van klantgedrag, data, klachten, serviceverzoeken en externe trends naar concrete verbeteringen.
  • Opstellen van heldere verhalen, plannen en adviezen die management en stakeholders meenemen in de gekozen richting.
  • Onderbouwen van keuzes met data, klantinzichten, business impact en marktontwikkelingen.
  • Adviseren van business en management over kanaalontwikkeling, klantcontact en klantbeleving.

Dit breng je mee:

Jij bent een strategische denker die keuzes durft te maken. Je ziet waar de markt naartoe beweegt en weet wat dat betekent voor VodafoneZiggo. Je kunt complexe vraagstukken versimpelen zonder de nuance te verliezen. En je weet jouw verhaal zo te brengen dat anderen begrijpen waarom verandering nodig is. Je combineert visie met executiekracht. Je blijft niet hangen in plannen, maar zorgt dat ideeën landen in de organisatie.

Verder neem je mee:

  • Ruime ervaring binnen customer service, channel strategy, customer experience, service operations of digital transformation.
  • Ervaring met het ontwikkelen of optimaliseren van servicekanalen, zoals telefonie, chat, messaging, social, winkels, selfservice of digitale kanalen.
  • Sterk analytisch vermogen en ervaring met het vertalen van data naar richting, keuzes en acties.
  • Uitstekende storytelling skills: je maakt van data, trends en inzichten een duidelijk en overtuigend verhaal.
  • Het vermogen om management en business stevig en overtuigend te adviseren.
  • Inzicht in trends op het gebied van klantcontact, digitalisering, personalisatie, AI, omnichannel service en customer experience.

Hier herken jij jezelf in Je ziet service niet als losse kanalen, maar als één samenhangende klantreis. Je stelt scherpe vragen, brengt structuur aan en durft richting te kiezen. Je weet dat een goede strategie pas werkt als mensen het verhaal begrijpen en erin geloven. Daarom neem je stakeholders mee met heldere analyses, sterke keuzes en overtuigende storytelling.

Solliciteren Wil jij als Service Channel Lead richting geven aan de servicekanalen van VodafoneZiggo? En wil jij met jouw strategische blik, keuzekracht en storytelling bouwen aan service die klanten bindt en waarde toevoegt? Solliciteer dan bij VodafoneZiggo.

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