Head of Platform Roadside Assistance - Benelux

What you do

Operational Excellence:

• Responsible for day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with regulatory standards within all markets under your scope.
• Steer operating rhythm to track performance on daily/weekly/monthly basis, be the point of escalation for your local operations for any performance deviations for all the markets under your scope.
• Planning of contingency plans for peak season, unplanned volume spikes, events etc. (including backup workforce planning) to ensure operational service delivery and SLA compliance for all the markets under your scope.
• Ensure to continuously giving feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity.
• Monitor quality assurance p...