- Company Name
- Keytrade Bank
- Job Title
- Head of Customer Support
- Job Description
-
**Job Title**: Head of Customer Support
**Role Summary**
Lead the Customer Support Centre’s daily operations and transformation. Apply strategic vision and project-focused execution to enhance performance, quality, and efficiency across omni‑channel touchpoints.
**Expectations**
- Own Service Centre KPIs, budget, and resource allocation.
- Drive continuous improvement projects (tools, processes, digitalisation).
- Maintain operational excellence across phone, chat, email, and social channels.
- Represent the customer perspective in cross‑functional decision‑making.
**Key Responsibilities**
- Develop and communicate a service‑centre strategy aligned with growth objectives.
- Translate strategy into concrete projects, milestones, and priority plans.
- Establish and monitor KPIs, reporting trends and taking corrective action.
- Lead major change initiatives: new tool adoption, process redesign, and digitalisation.
- Oversee day‑to‑day operations, ensuring smooth, high‑quality service delivery.
- Escalate complex or sensitive cases, driving root‑cause analysis and learning.
- Head, coach, and grow a diverse team; foster accountability, collaboration, and continuous learning.
- Liaise with product, technology, and other business units to integrate customer insights.
**Required Skills**
- Experienced leader of large customer‑service or call‑centre teams.
- Proven track record in operational improvement and transformation.
- Strong project‑management, prioritisation, and data‑driven decision‑making.
- Expertise in omni‑channel routing, CRM, case‑management, workforce management, and related tools.
- Excellent communication, stakeholder management, and cross‑functional collaboration.
- Calm, pragmatic, solution‑oriented mindset under pressure.
- Fluency in English and a second language (French or Dutch); trilingual preferred.
**Required Education & Certifications**
- Bachelor’s degree in Business, Information Technology, Management, or related field.
- Certifications in project management or process improvement (e.g., PMP, Six Sigma, or similar) are a plus.
Watermael-boitsfort, Belgium
Hybrid
03-11-2025