Senior Contact Center Manager

MISSION

Luminus 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 on the mass market. As a senior contact center manager, you are responsible for defining & implementing the contact center strategy within the overall customer experience & care strategy. In this role you are part of the Customer Experience & Care management team.

You oversee the operational and commercial performance of our contact center partners (> 500 people). You manage the relationship, ensure compliance with our quality standards and policies, and drive continuous improvement initiatives. You collaborate with internal stakeholders such as marketing, sales and operations in order to align the contact center operations and strategy with the broader business ambitions.

RESPONSIBILITIES

• Define and implement the external contact center strategy and contact channel strategy.
• Achieve Luminus’ commercial ambitions – sales and retention – through our contact center partners.
• Drive innovation in order to enhance the digital experience of our customers, optimize the self-service opportunities and increase the efficiency of our contact center activities.
• Drive the organization and performance of our different contact center partners in order to achieve excellent customer service and customer satisfaction.
• Manage the budget and contract negotiations with contact center partners, ensuring cost-effectiveness and controlling its impact on Luminus’ cost-to-acquire and cost-to-serve.
• Manage the internal team (10 people) in charge of those activities.
  
  

TASKS

• Manage the day-to-day contacts with of our contact center partners (FR/NL), following up on staffing, scheduling, training, coaching, quality, reporting, invoicing and escalation management.
• Monitor and analyze key performance indicators, such as accessibility and service level, customer satisfaction, first contact resolution, sales, retention and cost per contact, and provide feedback and recommendations to the external partners and internal teams.
• Lead and facilitate regular meetings and reviews with the external partners, internal stakeholders and senior management, to communicate performance results, identify opportunities and resolve issues.
• Drive continuous improvement initiatives, such as process optimization, technology adoption and customer feedback analysis, to enhance operational and commercial performance.
• Maintain regular contact with our contact center partners including regular presence on their premises.
• Develop and implement best practices, policies, and procedures for the contact center operations, ensuring compliance with our brand values, regulatory requirements, and data security standards.
• Collaborate to this end with the relevant Luminus teams such as Sales, Marketing, Legal and IT.
• Stay updated on the latest trends and best practices in the contact center industry and benchmark our performance against the competitors and the market.

• At least 5 years of experience in managing external contact centers and leading the transformation from traditional to digital contacts
• Strong knowledge of contact center operations, metrics, tools and technologies
• Excellent communication, negotiation, and relationship management skills
• Proven ability to lead, motivate, and develop a team of contact center professionals
• Strong analytical, problem-solving, and decision-making skills
• Budget management and project management skills
• Customer First mindset and passion for delivering exceptional customer service
• Ability to work in a fast-paced and dynamic environment, and adapt to changing priorities and demands
• Willingness to travel occasionally to visit the external contact centers and meet the partners
• Master’s degree in management or equivalent
• Fluent language skills NL/FR/EN