Service Operations Coordinator

Axis Group - HR Advisor; Brussel; Sur place; EUR 45 000 - 60 000; Plein temps

Avantages offerts par ce poste

Flexibility to work from home 2-3 days a week

10 additional days off

Temporary position with permanent contract option

Résumé du poste

Axis Group is seeking a Service Operations Coordinator in Brussels. You will optimize operational processes in the Contact Center and lead your team effectively. A keen eye for detail is essential to monitor communication channels and improve services.

Fluency in Dutch and French along with 3–5 years of relevant experience are required. Enjoy flexibility with work-from-home options and additional days off as part of the role.

Qualifications

• 3–5 years of experience in planning or personnel management.
• Proven ability to create efficient work schedules.
• Experience in a customer service environment is preferred.

Responsabilités

• Manage operational activities within the Contact Center.
• Create and monitor work schedules in real time.
• Analyze employee skills and route requests efficiently.
• Prepare operational reports to identify trends.

Connaissances

Fluent in Dutch

Fluent in French

Analytical skills

Organizational skills

Communication skills

Description du poste

Are you the connecting link in a dynamic team? As a Service Operations Coordinator, you’ll play a crucial role in optimizing our operational processes within the Contact Center. With your experience in planning and personnel management, you’ll lead the team and ensure an effective workflow.

You have a keen eye for detail and use historical data to continuously improve our services. You will also enjoy flexibility in your workweek and extra days off.

Responsibilities

• You serve as the manager’s eyes and ears on the floor and play a crucial role in identifying operational opportunities.
• You are responsible for creating an efficient schedule and for monitoring and managing activities within the Contact Center in real time.
• You closely monitor the various communication channels, such as phone, email, and chat, and adjust staffing levels based on workload.
• You analyze employee skills and ensure that incoming emails are routed to the right colleagues for fast and high-quality handling.
• You create work schedules, manage vacation planning, and ensure consistent operational staffing.
• You use historical data to accurately forecast staffing needs and optimize resource allocation.
• You prepare operational reports to identify trends, increase efficiency, and support managers in their decision-making.

Qualifications

• Fluent in Dutch and French.
• Has at least 3–5 years of experience in planning, personnel management, or direct coordination, preferably in a customer service environment.
• Possesses excellent analytical skills to evaluate employee competencies and efficiently route incoming requests.
• Possesses excellent organizational and communication skills, works with precision, and has a keen eye for priorities.
• Can work independently and collaborates smoothly with management teams.

Benefits

• 39-hour workweek.
• The option to take 10 additional days off as compensatory time off.
• Flexibility to work from home 2 to 3 days a week.
• Temporary position with the option of a permanent contract.