Customer service manager
About NIKKI
At NIKKI, we ensure that sports clubs and companies remain financially healthy. We take care of financial processes in a socially responsible way, so that they can focus on their core business. Our call center plays a crucial role in this: the team contacts debtors on a daily basis, processes payments and contributes to customer satisfaction.
As Customer Service Manager, you lead this team, build a strong, people-oriented department and ensure that the team performs optimally. You coach, supervise and structure the work processes so that social debt collection becomes the norm within NIKKI. In addition, you provide a scalable model that can eventually be rolled out in other cities.
This is what you're going to do
• Managing, coaching and training the call center (approximately 25 students between the ages of 18-21).
• Listen in to conversations and coach live.
• Monitoring KPIs such as call volume, collection results and attendance.
• Ensuring a positive and professional atmosphere in the workplace.
• Drafting manuals, formats and improvement plans.
• Advising and implementing AI tools, dashboards and processes.
• Oversee schedules, planning and performance.
• Switch with other managers to ensure the mission and vision.
• Building a scalable model that is easy to copy to new locations.
This is what you bring
• MBO+/HBO work and thinking level.
• At least 2 years of experience in a call center or customer contact environment.
• You have experience or affinity with supervising and coaching young employees (18—21 years old).
• Flexibility to be present at different days/times
• Good communication (NL/ENG) skills and natural leadership.
• Experience with dashboards, tooling or digitization is an advantage.
This is what you get from us
• A challenging dynamic role with a lot of responsibility and impact.
• A salary of up to €3,500 based on your intake level.
• You are available between 30-37.5 hours per week.
• The opportunity to build a scalable call center concept for the future.
• You get the space to present this yourself.
• A dynamic, energetic team where you can really make a difference.
• Space to develop yourself in leadership and process improvement.
• An organization where cooperation, quality and social value are key.
Enthusiastic?
Understandable 😉 Feel free to leave your details via the button below and we will contact you as soon as possible.
If you would like to ask a few questions first, you can of course also contact our HR manager Linde by phone. She will be happy to tell you more about the options and answer all your questions.
