Functional Lead Customer Center

Location: Brussels, Belgium
Job Type: Permanent
Specialisation: IT, Internal-Test, Professional Services
Salary: car package
Reference: 73756-ITBEL-IDM_1555415024
Contact: Idris Musasamusas
Email: email Idris
Functional Lead Customer Center

Localisation: Bruxelles
Début souhaité: ASAP
Langues: Français / Anglais / Neerlandais
Type de contract: Permanent

About our client:
Our client is one of the world leader in financial sector.

As Functional Lead, your responsibilities will be to :
 Collaborate with the business teams to design the future processes of the Customer Engagement Center and elaborate the different user stories, using your experience and your vision to make meaningful propositions and alternatives;
 Act as point of contact between the development teams and the business teams to ensure that the relevant information is passed on and provide support for decision-making;
 Define how the available tools and systems should be used at every step of the process, using your knowledge of the tools and packages to make meaningful propositions and alternatives;
 Design user interfaces and specify how they need to be adapted to better support the target processes, following an adopt versus adapt' mindset and fully leveraging the possibilities of the tools and software packages;
 Together with the other specialists and scrum master, participate to the day to day organization and coordination of the delivery teams, while taking a lead role on the functional part of the work;
 Coach and supervise business analysts and testers;
 Provide support to the technical teams and external providers during implementation (answer functional questions, clarify ambiguous requirements, );
 Stimulate and structure the pooling of information, knowledge and expertise across the different teams involved in Customer Engagement Center initiatives;
 Take contact with other entities of the client's Group that are active in similar initiatives. Create an international network of professionals with relevant expertise that can be leveraged in the context of the client.
 Ensure respect of information security and data privacy guidelines.
Profile

As a Functional Lead, you have :
 A master's degree or equivalent experience;
 Experience in the IT field as a Business Analyst, Functional Lead or as Team Lead or equivalent in a business team;
 Working knowledge of Customer Engagement / Call Center applications and tools (e.g. packages like Genesys, Avaya, Alcatel, PureCloud);

 An excellent view on how Customer Engagement Center processes and activities should be organized and on how application and tools should be used to support them.Being able to develop and share a vision on the end-to-end customer interaction processes (not limited to the call center) is also important.
 Experience in integration with CRM systems is a plus;
 An excellent proficiency in one of the national languages (French, Dutch) and passive understanding of the second one.
 Fluent use of English is also necessary;
 Knowledge of the insurance business is not required.

You are also :
 Autonomous and curious, able to navigate in a big organization and build a network;
 Customer-oriented, focused on creating solutions to meet customers' needs;
 Motivated to encourage and help your colleagues to acquire new knowledge, approaches or practices in the light of new problems or contexts;
 A real team-player who stimulates his / her colleagues to share and help each other;
 Proactive, encouraging new ideas and drawing inspiration from them to move internal practices forward;
 A good negotiator, who likes to develop arguments and lead discussions in order to reach agreements;
 A good communicator with good presentation skills.