Team Lead Specialist Support Coordination team
About the job
We are looking for a passionate and result driven Team Lead to inspire, coach and steer a dynamic team of +/- 15 Process Analysts in the domain of Customer Operations Back Office. This team supports all back office teams (e.g. Technical Back Office, Internal Service Ops, Customer Protection CCJ, Mediation, Fraud and RA) in any new /or change in systems or processes.
It is your mission to unlock the talent and expertise of your workforce and improve the customer experience. You translate the voice of the customer to the change organization in an innovative way and increase efficiency in what we do. Your team is a strong partner of our back office teams and of our customers.
You do this by developing your teams’ competencies, find and develop best practices, set objectives and reaching them.
You apply Agile planning and TIIES, together with the Scrum Coach, and have proven skills in people management, customer intimacy is your middle name, you have technical savviness and a problem-solving mindset.
About the team
Process Analysts are experienced specialists coming mostly from the different Back Office teams. All initiatives and improvements affecting our back office teams, will be assessed by the team who gather the requirements for the development teams, do BAT testing when delivered and prepare operational readiness by documenting work instructions and train the trainers for the operational teams. All stakeholders are kept informed about status and progress of any ongoing initiative or change. They also assist the Incident Management team to have an end-to-end loop on delivery side whenever incidents occur.
Your responsibilities
1. You inspire, coach, and support a team of Process Analysts in collaboration with your fellow team leads.
2. You define best practices within your field and skill. You ensure that they are followed and implemented in the daily routine to maximize the effect on the team and customer.
3. You build and maintain a network of important stakeholders within the organization to be able to stay in sync on expectations, information and have an efficient approach on urgent and complex incidents.
4. You are result driven and help the team manage the backlog, prioritizing work based on OKR’s & Tribe Top works.
5. You strive for continuous improvement within your skill and internal processes, with an innovative, data-driven and customer-centric mindset.
6. You’re able to discuss and defend the vision of the organization with stakeholders and your team in a changing environment.
This is you:
7. You have a bachelor's degree or equivalent due to experience, and a passion for customers and technology.
8. You’re a seasoned people manager.
9. You have experience in working closely with or in a network or IT team.
10. You know Agile and TIIES way of working and are proficient in working with Jira and Confluence.
11. You are strong in problem solving, handling change and translating these skills to the team.
12. You’re a servant leader. You understand how to build, inspire, and lead a highly skilled team.
13. You’re a people person. You love to work with individuals and make them grow in their professional life.
14. You're not going for a status quo. You are ambitious, eager to learn and not afraid to try things out.
15. You combine strong analytical skills with a creative and positive mind
16. Languages: Native Dutch speaker, with a solid knowledge of English, both spoken and written.
How we make a difference for you?
Start a new adventure in the beating heart of our Customer Operations Domain. Here, we embrace a hybrid approach that includes both remote and in-office work. Collegiality is more than just a word. We keep an eye out for talent, ambition, and eagerness to learn. We’ll coach you, train you and make you part of our story.
Moreover, you’ll enjoy a wages and benefits package that will get you places. We’re talking meal vouchers, group and health insurance, a yearly bonus, and discounts on Telenet products. Come experience it for yourself, our passion is contagious.