Multichannels Communication Manager

Contenido de trabajo

Job DescriptionLuminus is the #2 power and gas producer and supplier on the Belgian energy market and plays a prominent role in the energy transition. Luminus Retail & B2B contributes to that ambition by supplying energy and developing energy services in line with its vision: “together towards sustainable energy with our e-xpertise and tailored solutions”. The Customer Experience & Care (CXC) department within Luminus Retail & B2B manages the customer contacts.The Multichannels Communication Manager Has 2 Main Responsibilities

• Business Ownership of the Omnichannel CC Platform: he/she is End-2-End responsible for a correct functioning of the CC Platform at technical and functional level. He/she is the SPOC for operational requests coming from internal users and stakeholders. He/she informs the business of product changes and innovation roadmap.
• Operational monitoring and continuous improvement of the omnichannel retail customer journeys with a view to accelerate the shift towards digital (self-) service. This requires and includes interaction with respective channel owners (such as phone, webforms, website, customer zone, live chat, chatbot). He/she acts as a coach towards the other team and squad members ensuring quality, consistency and operational excellence.

ActivitiesContact Center Platform

• Partner with internal stakeholders to align on the CC Platform vision, strategy, features, processes and prioritization. Current main stakeholders are : CXC, B2B Service, Billing & Collection, IT Helpdesk and Electrical Mobility teams.
• Advise on the optimal functional structure of the contact center platform. Identify future strategic & tactical improvements such as new channels, modules and ways of working.
• Translate product roadmap into well-defined product requirements including features, user stories and acceptance test criteria.
• Provide 2nd line (functional) support to all users, whereas 1st Line support is provided by IT helpdesk and 3rd Line (technical) support is provided by the IT Telecom team.
• Manage, propose and process operational change and continuous improvement requests including requests related to reporting from the CC platform.
• Maintain all functional and technical documentation including integrated and connected tools.
• Collaboration with scrum teams for IT development: follow up of backlog and advise on priorities when needed (integration with CRM, activities of the Telecom team, ….)
• Manage the CC Platform supplier and have regular meetings with them
• Accountable for the approval process of each designed change:
• Approve new version releases.
• Monitor the functional and technical tests performed after a change.
• Write the change plan & communication to all involved parties.
• Monitor those actual implemented changes are reviewed internally and in relation to the provider and CLIENT and safeguard the lessons learned.
• Monitor the impact of changes on daily operations.
• Governance of the CC Platform:
• o Define roles and responsibilities ;
• o Enforce proper user management;
• o Ensure uniform set-up of different flows (adhere to the naming and other conventions).

Optichannel trafficker

• Balancing human interaction and digital tools to offer customers convenient, personalized and seamless omnichannel customer journeys
• o Identify (aborted) online activities, set up the right follow-up and route them to the right operational teams, supported by cross-channel customer journeys analysis.
• o Identify the non-value added contacts and shift them to self-service, thereby identifying and creating new self-serve functionalities.
• o Define together with the first line actions to convert contacts to digital.
• Optimize the online User Experience with a focus on effortless and first-time right self-service
• o Impact analysis of introducing new functionalities/changes;
• o Push the right digital communications towards the selected customer segments (paperless communications, Ebill, … );
• o Review the website content to optimize the digital customer experience;
• o Monitor campaigns/actions/market changes to push My Luminus/Digital channels;
• o Profile analysis of digital Luminus customers.
• This will be done in close collaboration with the Data and Digital Transformation team.

Requirements

• University education or equivalent by management experience in a customer care environment
• Omnichannel Contact Center (system) management - Ideally experience with cloud solutions (such as Odigo, Genesys, Talkdesk, etc)
• Knowledge of CRM systems and database management
• Workforce optimization (WFM, call recording, QA, speech analytics)
• Agile/Scrum methodology
• Experience with Salesforce and JIRA

Skills

• Communication skills, strong communication and convincing skill: written and/or verbally in a clear, fluent, concise manner understood by others. Languages: Dutch, Frensh, English
• Building & maintaining relationships, establishing and maintaining relationships with people at all levels. Strong business partnering skills
• Analysis & problem solving, Actively seeking information from diverse sources, analyzing it in a way that central and side issues are unraveled and formulating pragmatic solutions to problems.
• Planning & organizing, clearly defining objectives, establishing clear priorities, scheduling activities to ensure optimum use of time and resources.
• Initiative, seizing opportunities and acting upon them in a proactive and self-starting way.
• Persuasiveness, influencing attitudes and opinions of others and gaining agreement to proposals, plans and ideas.
• Concern for excellence, working with enthusiasm and commitment to achieve and maintain quality; setting high requirements of performance for self and others.
• Team player with a pro-active and solution-oriented mindset Be able to give strong team feeling even with team members of differents teams
• Autonomous worker, with strong accountability
• Flexible, open to change and new ideas, willing to adapt to changing demands and ways of working. Working hours: releases and indicent management actions can happen outside business hours.