Philips Contact Center Operations Manager in Greece - Home Based, Greece

In this role you will

• Formulate the midterm (1-3 year) policy for the contact center department, taking into account all the relevant factors for integrated management

• Manage in full (via a number of department managers) a contact center department that provides operational/business process support to internal and external customers for company products and services.

• Be responsible for contact center profit and loss.

• May lead multi-disciplinary change projects.

You will responsible for

• Coordinate the deployment and implementation of the Service Delivery Transformation strategy

• Liaison, single point of contact, between the vendor and Markets

• Responsible to deliver all CX, quality and cost targets

• You will drive change management along the value chain, executing and implementing the new processes in the Markets/Field Service organization

• You will be responsible to secure the vendor is delivering as per the SLA with the respective market

• Personally leading the deployment of Lean, process harmonization, best practice sharing and building new capabilities

• Secure seamless alignment with the Customer Experience team to deliver one Philips brand image

To succeed in this role you should have

• Master’s degree

• At least 5 years business experience (Contact Center experience mandatory)

• Knowledge of After Sales Services (or related areas) in the Health industry.

• Fluent in English, verbal and written in addition to local language

• Multiple years People management experience

• Team builder

• Strong Analytical skills

• Ability to manage diverse scope, attention to detail,

• Strong communicator (verbal and in writing), entrepreneur.

• Energetic, dynamic, Inspiring.

• The ability to have a ‘helicopter’ view; conceptual / Business Shape

In this role you will

• Formulate the midterm (1-3 year) policy for the contact center department, taking into account all the relevant factors for integrated management

• Manage in full (via a number of department managers) a contact center department that provides operational/business process support to internal and external customers for company products and services.

• Be responsible for contact center profit and loss.

• May lead multi-disciplinary change projects.

You will responsible for

• Coordinate the deployment and implementation of the Service Delivery Transformation strategy

• Liaison, single point of contact, between the vendor and Markets

• Responsible to deliver all CX, quality and cost targets

• You will drive change management along the value chain, executing and implementing the new processes in the Markets/Field Service organization

• You will be responsible to secure the vendor is delivering as per the SLA with the respective market

• Personally leading the deployment of Lean, process harmonization, best practice sharing and building new capabilities

• Secure seamless alignment with the Customer Experience team to deliver one Philips brand image

To succeed in this role you should have

• Master’s degree

• At least 5 years business experience (Contact Center experience mandatory)

• Knowledge of After Sales Services (or related areas) in the Health industry.

• Fluent in English, verbal and written in addition to local language

• Multiple years People management experience

• Team builder

• Strong Analytical skills

• Ability to manage diverse scope, attention to detail,

• Strong communicator (verbal and in writing), entrepreneur.

• Energetic, dynamic, Inspiring.

• The ability to have a ‘helicopter’ view; conceptual / Business Shape