Head of Business Process Outsourcing

Il y a 2 mois

Paris, France Lydia Solutions Temps plein

Créée en 2013, Lydia Solutions est rapidement devenue la référence du paiement entre amis. La fintech française a acquis une grande notoriété grâce à cette fonctionnalité et compte aujourd'hui plus de 7 millions d'utilisateurs.

A présent, Lydia Solutions, franchit un nouveau cap : après avoir lancé début avril notre nouvelle application Lydia, 100% dédiée aux remboursements entre amis et aux cagnottes, nous dévoilons aujourd’hui notre nouvelle application : Sumeria. C’est le début d’une nouvelle ère, où nous avons la volonté de créer une expérience bancaire dont les clients ont envie.

Une partie de notre stratégie de croissance consiste à attirer les meilleurs talents pour nous aider à entretenir notre succès continu.

Nous recherchons un responsable d'équipes de Business Process Outsourcing (BPO) expérimenté et dynamique pour diriger et gérer nos équipes de service client externes.

Directement rattaché au SVP Customer Knowledge and Service, vous travaillerez en étroite collaboration avec les équipes internes et les fonctions support de Lydia Solutions pour offrir la meilleure expérience de service à nos clients et représenter la voix du client au sein de l'entreprise.Vous serez ainsi responsable de la gestion de nos opérations de service client, de la garantie de performances et de l'entretien de relations solides avec nos partenaires BPO.

Vos missions :

- Diriger une équipe de service client de premier ordre, suivre les performances, développer les relations des membres de l'équipe avec nos partenaires BPO.

- Superviser les performances des équipes externes et définir des plans d'action pour atteindre les objectifs fixés (productivité, qualité, satisfaction client).

- Élaborer des prévisions d'effectifs opérationnels pour chaque site partenaire et domaine d'expertise.

- Coordonner la production avec les responsables d'équipe internes et anticiper les pics d'activité.

- Assurer une formation adéquate des équipes externalisées et communiquer toutes les informations nécessaires.

- Animer les comités de production et de pilotage.

- Garantir la boucle de rétroaction de qualité, en s'assurant que chaque retour d'information est compris et partagé.

- Participer à des projets transversaux visant à transformer le service client.

Profil recherché :

- Expérience significative en gestion de la relation client, idéalement dans la gestion de grandes équipes BPO.

- Vision stratégique associée à une approche pratique pour gérer les opérations quotidiennes et mener des projets de transformation.

- Solides compétences analytiques et de résolution de problèmes, avec une expérience de l'utilisation des données et des analyses pour améliorer les performances.

- Organisé(e) et capable de gérer efficacement les priorités.

- Capacité à gérer le service client dans un environnement en évolution rapide.

- Excellentes compétences en communication, tant à l'oral qu'à l'écrit, en français et en anglais.

Processus de recrutement :

- Entretien téléphonique avec un de nos recruteurs ;

- Entretien avec l'actuel Head of BPO;

- Étude de cas (2 à 3 heures de travail à domicile) ;

- Débriefing de l'étude de cas ;

- Rencontre avec le Senior VP Customer Knowledge and Service.

Chez Lydia, nous pensons que la diversité est une force. La diversité fait partie de notre culture et de notre identité. Nous voulons créer une culture inclusive où toutes les formes de diversité sont considérées comme une valeur réelle pour l'entreprise. Lydia est donc fière d'être un employeur offrant l'égalité des chances en matière d'emploi. Nous ne pratiquons aucune discrimination fondée sur la race, la religion, la couleur, l'origine nationale, le sexe (y compris la grossesse, l'accouchement, les décisions en matière de santé génésique ou les conditions médicales connexes), l'orientation sexuelle, l'identité de genre, l'expression de genre, les caractéristiques physiques (taille, poids...), l'âge, le statut de personne handicapée, les informations génétiques ou d'autres caractéristiques protégées par la loi.

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