Role Environment

• 2 sites with approximately 700 employees, including support and management functions.
• Around 200 advisors on-site simultaneously, with the remainder working remotely.
• Portfolio of 12 client accounts in production, covering diverse industries and service models.
• Management team includes 4 Senior Operation Managers, each supervising multiple team managers.
• Direct responsibility for the Quality & Training team (17 staff, with at least 1 quality officer and 1 trainer per account) and the WFM team.
• A diverse client base across different geographies, industries, and account sizes, requiring the ability to manage multi-sector priorities and adapt to varied client expectations.

Role Purpose

Lead and oversee all operational activities of the contact center, ensuring performance targets, quality standards, and profitability goals are achieved.
Deliver an exceptional client experience while maintaining a positive working environment and driving continuous improvement initiatives.

Key Responsibilities

• Operational Leadership
• • Oversee day-to-day operations across both sites and remote teams.
  • Directly manage Senior Operation Managers and indirectly manage production, Quality-Training, and WFM teams.
  • Ensure consistent management practices and alignment with corporate strategy.
• Performance & Quality
• • Define, monitor, and optimize KPIs to meet performance and quality objectives.
  • Implement improvement plans to exceed operational and client satisfaction goals.
  • Drive the standardization and industrialization of internal processes (sales, deployment, billing, after-sales).
• Strategic Management
• • Develop and execute strategies to optimize operational performance and client satisfaction.
  • Manage operational profitability (P&L) and identify revenue and margin improvement opportunities.
  • Ensure alignment of account management strategies with client-specific goals.
• Client & Account Management
• • Manage a diverse portfolio of multi-sector client accounts, ensuring tailored strategies for each.
  • Maintain strong, trust-based relationships with clients and act as the escalation point for operational issues.
  • Collaborate closely with sales and account management teams to identify growth opportunities and reinforce client partnerships.
• Talent Development
• • Develop and coach management teams to strengthen leadership capabilities.
  • Promote engagement and motivation within the workforce.
  • Implement initiatives to improve employee well-being, including gamification and innovative engagement programs.
• Compliance & Risk
• • Ensure adherence to legal and regulatory requirements (e.g., data protection, confidentiality).
  • Anticipate and mitigate operational risks.

Technical & Business Skills

• Strong understanding of contact center processes, tools, and best practices.
• Proven ability to manage multi-account portfolios across different industries.
• Solid P&L management and operational profitability optimization skills.
• Strategic planning, performance management, and continuous improvement expertise.
• Excellent communication in French and English (Dutch is a plus).