Zurich, Switzerland
Aspiration: To apply senior leadership and extensive expertise with international top company/employer in transformation and ambitious target achievement. Experience Profile: • Senior personality Experienced in international leadership, team builder, integrator - Able to work under pressure and to win people for ideas, enthusiastic - Goal and team-performance oriented, highly initiative, persistent • Business & product management, sales Successful lead of business-/product/profit center management, operational and financial planning and controlling teams, service excellence, project support and process/productivity improvement organizations. - Sustainable customer value conviction. • Change leadership and senior project management SW Engineering processes/tools definition, implementation / rollout - Requirement definition, development /implementation of IT-systems - Setup of business-/product management, controlling, service excellence and project support organizations and processes, methodologies • Process engineering and quality assurance Managed process development, process- and quality control laboratories - Applied IT, statistical planning, data evaluation & presentation Industry knowledge: Telecommunication: Customer Services management Information Technology: Software development and licensing Transportation Industry: Airline Reservation and ticketing IT solutions Industrial manufacturing: Quality assurance, development, IT solutions Specialties: Analysis - concept - implementation - operation - continuous improvement
Customer Experience, Learning and Knowledge Management, Contact Center Performance Management, Workforce planning & Forecasting and Service Design... Defining priorities and automated / lean approaches to all subjects
Same position after rebranding
Organizational & technical implementation and opration of a lean closed the loop process to manage and improve customer experience along the customer life cycle.
Lead Customer Operations COPC org. design/implementation, Business Project Delivery, Opportunity & Roadmap -, Business Application -, Change/Defect and Continuous improvement - and Workforce & Performance Management
Lead Customer Operations Opportunity & Roadmap Management, Project Delivery, Service Experience Management and Workforce & Performance Management
Workload/ capacity need forecasting, multi-location scheduling of 350 in-house agents, intraday performance mgmt for in- and outsourced workload.
Setting up/ leading support teams, Process-/tool-deployment „ Configuration mgmt“