Team Coach/Lead - IM (TN)

We are looking for a passionate and result driven Team Coach to inspire, coach and steer a dynamic team of +/- 10 Incident Management Coordinators in the domain of Customer Interactions.

About the job

We are looking for a passionate and result driven Team Coach to inspire, coach and steer a dynamic team of +/- 10 Incident Management Coordinators in the domain of Customer Interactions.
This team supports all customer facing teams (e.g. retail, contact centers, technicians) in any probable major network and application incident.
The IM team translates these probable incidents to the network and IT stakeholders and is the acting SPOC for business towards these teams.
The Incident Management Coordinators are acting translators between the customer and customer facing teams and the world of network and IT.
Customer facing teams are kept informed about any ongoing network and application incidents via alerts.

It is your mission to unlock the talent and expertise of your workforce, improve the customer intimacy,
translate the voice of the customer to both TIO and the change organization in an innovative way, increase efficiency of what we do and be a strong partner of our customer facing teams and above all to our customers.

You do this by developing your team’s competencies, find and develop best practices, set objectives and reaching them within the customer promise.

You have proven skills in people management, customer intimacy is your middle name, technical savviness, and a problem-solving mindset.

About the team

Technical Back Office transfers talent & expertise from the customer facing teams into Incident Management Coordinators.

We are a shared service center for our residential customers of both Telenet and Base and professional customers (SOHO segment), we support all customer facing teams within these segments.
We consult these teams and customers directly via call or ticket. The most complex situations will be handled end to end towards the customer even if the solution is provided by either IT or network engineers.
If the voice of the customer points out gaps in the support processes we will translate these gaps into bite-size and ready to develop stories towards the change organization.

The other way around, TBO is the team that supports MVP’s & POC’s is involved in BAT and serves as a business SPOC for TIO and Change org.

Technical Back Office is the bridge between the customer, Customer Interactions Domain and TIO, change organization.

Your responsibilities

• You inspire, coach, and support a team of Incident Management Coordinators in collaboration with your fellow team leads.
• You define best practices to support the customer direct and indirect within your field and skill (IM). You ensure that they are followed and implemented in the daily routine to maximize the effect on the team and customer.
• 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.

• You are result driven in meeting the SLA’s and KPI’s with a customer-centric approach.

• You strive for continuous improvement within your skill and internal processes, with an innovative, data-driven and customer-centric mindset.
• You’re able to discuss and defend the vision of the organization with stakeholders and your team in a changing environment.
  

This is you:

• You have a bachelor’s degree or equivalent due to experience, and a passion for customers and technology.
• You’re a seasoned people manager, with a proven track record of leading customer facing teams.
• You have experience in working close or in a network or IT team.
• You have notions of ITIL or preferably ITIL certified.
• You are strong in problem solving, handling change and translating these skills to the team.
• You’re a servant leader. You understand how to build, inspire, and lead a highly skilled team.
• You’re a people person. You love to work with individuals and make them grow in their professional life.
• You’re not going for a status quo. You are ambitious, eager to learn and not afraid to try things out.
• You combine strong analytical skills with a creative and positive mind
• Languages: Native Dutch speaker, with a solid knowledge of English, both spoken and written.
  Knowledge of French is a bonus.
  

How we make a difference for you?

Start a new adventure in the beating heart of our Customer Interactions Domain, where we work in a flexible way, be it from home or from our open and trendy collaboration spots at the office.

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.