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Operations Manager Within The Technical Support And Coordination Dept. (tsc)

  • Categorie: Technisch Consultancy
    Bedrijf: GD Human Capital
    Beschrijving: Mission: The Contact Center Controller of our client is responsible for the controlling of the services that the Customer Assistance Center provides to their customers and will report directly to the CFO. The main focus will be to create a proper combination of the operational relevant KPI with their financial impact and consequences. Main responsibilities: Measure and evaluate the operations’ budgets and resource utilization. Prepare set-up Service Level Agreements with business partners. Make calculations for new services and/or customers. Provide monthly/quarterly information updates to internal and external customers. Forecasting of operational results and operational resources. Cost price and margin calculations including cost allocation. Analyze operations support functions. Analyze report and advice on effectiveness of new systems, instruments and organizational changes. Create transparency in service and customer portfolio, activities and processes via timely and accurate productions reports. Support Management with analysis and advice for decision making.
    Locatie: Maastricht
    Educatie: Requirements: Academic education. Min. 5 years of relevant working experience in a call center / contact center for customer services, production environment or logistics organization. Trained and/or experienced in continuous improvement. Knowledge and experience to use multiple IT systems to prepare and complete integrated reports. Experience and knowledge of administrative organizations and internal control systems. Working hours: Fulltime position (40 hrs a week).
    Uren: Vast contract, bepaalde tijd
    Datum: 08-09-2011

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