Contact Center Lead - Germany

Key Responsibilities

• Leads a Circle consisting of Contact Center Professionals and / or Customer Loyalty Members and takes responsibility to facilitate the division of work volume (and customer/ product groups) over the CLTs.
• Setting up new retail banking operational processes and services while adapting operating models and organization design as the business matures.
• Plays an important role in implementing flexible workforce arrangements within Retail Operations.
• Ensures a deepening of the relevant field of knowledge and of expertise within the Circle to offer customers the very best services possible.
• Drives the circle to achieve and exceed key performance targets. Creates a Customer Centricity Culture with the customer at its core and a winning performance culture.
• Proactive in driving performance improvements, data driven mindset, capable of performing RCA, defining relevant actions and successful execution.
• Coach, mentor, motivate, challenge, develop and recognize contact center members on a continuous basis, while at the same time ensuring member adherence.
• Enables an inclusive Orange Behavior culture where everyone gives their best to the organization, in line with One Agile Way of Working.
• Fosters collaboration within Retail Operations and with the different stakeholders. Plays a key role to help others to understand and build their influence within a network.
• Understands and consistently applies Step Up Performance Management (planning, coaching, evaluation) and has continuous conversations with direct reports.
• Knows how to have the right people at the right time at the right place, which means anticipating on the attrition.

Knows how to deal with escalations for complex and high-risk issues. Advises strategic management on measures/solutions. Provides permanent solutions