Process Engineer Opportunity

Start Date: ASAP

End Date: 31/07/2025

Location: Brussels

Job Description:

We are looking for an consultant to guide the optimization of processes within our first point of contact for our partners. The ideal candidate will be skilled in controlling, improving, and aligning processes while coaching team leaders and ensuring optimal service quality.

Main Responsibilities:

• Control and Implementation of Processes:
  • Analyze existing processes and identify areas for improvement.
  • Establish and formalize new procedures tailored to the team's needs.
  • Document workflows for smooth and measurable execution.
• Management of Tasks within Teams:
  • Work closely with the teams.
  • Facilitate the alignment of practices and objectives between teams.
  • Develop profiles based on a matrix and a path for the gradual adaptation of tasks.
• Coaching of Team Leaders:
  • Guide team leaders in developing their management skills.
  • Provide operational support to improve the daily management of the call center.
• Supervision of Quality and Work Methods:
  • Develop KPIs for assessing the quality of interactions.
  • Supervise Quality Monitoring and propose corrective actions.
• Support of Implementation:
  • Collaborate with stakeholders to ensure the coherence of objectives.
  • Manage adaptation risks and propose appropriate solutions.

Education and Experience:

• Bachelor/Master or equivalent through experience.
• Experience in managing organizational projects and/or transformation.
• Expertise in process analysis and optimization.
• Proven skills in coaching and skill development.
• Excellent communication and management skills.
• Ability to work in a complex and constantly changing environment.
• Experience in a similar role is required.

Language Requirements:

• French: Fluent
• Dutch: Fluent
• English: Not required

Soft Skills:

• Excellent analytical skills and ability to structure and model.
• Efficient facilitator and communicator (both oral and written).
• Strong in persuasion, influence, and negotiation.
• Customer-oriented and driven to meet expectations.
• Team player and endorses the values of "Scrum": focus, openness, commitment, respect, and courage.

Telework Expectation: 50% on-site & 50% remote work.