Service Operations Coordinator

Reference: 10035988 Brussels Open-ended Selection & Interim

Description

• 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.

Your profile

• Is 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.

Offer

• Monthly salary indication: € 3001 - € 3500
• A 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.

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