.Wolters Kluwer is a global leader in information services and solutions for professionals in the finance, tax and accounting, risk and compliance, health and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.Reporting to the Project & Program Management Director of the Customer Success Department in Europe, we are looking for a Customer Service Operations Lead. Partnering with the PMO of CS, he/she contributes to drive and realize the evolution of best in class digital experience across Europe, contributing proactively to implement standardized operational excellence.She/he provides an executive data summary in order to facilitate the Leaders' decision making.Essential Duties and Responsibilities: Analyze and measure the effectiveness of existing customer service processes and develop sustainable, repeatable operational improvements in order to build a pan-European knowledge and governance.Collect and analyze Customer Service's activity data and initiate, develop and recommend improvements to systems, processes and procedures to increase productivity and improve efficiency.Monitor resource requirements, call volume, quality and efficiency of customer service operations in order to facilitate the Senior Leaders in making decisions.Contribute to design and execute a consistent dashboard to ensure immediate knowledge and understanding of the CS results.Analyze and investigate issues, proposing solutions related to data quality or consistency.Collaborate with training resources to provide training on improved processes.She/he ensures a strong focus on data driven practices, particularly:Data Governance: ensure data is accurate and meets acceptable levels of quality.Analytic Capability: understand and interpret data analyses.Data Adoption: communicate results of data analysis to the stakeholders to drive actions.Preferred Qualifications: Bachelor's degree, preferably in Computer Science, Mathematics, Business Management, or Economics.Advanced analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy.Experience in business analysis and proven ability to combine it with business acumen.Functional knowledge related to Customer Service and/or equivalent function.Experienced user of tools/data systems/CRM (preferably Salesforce).Ability to manage relationships, especially with senior stakeholders.Proactivity and attitude to innovate starting from the existing best experiences.Experience working with multiple cultures within Europe and attention to Diversity, Equity and Inclusion.Oriented to customer centricity and familiar with NPS drivers.Exhibits flexibility and sound business judgment, strategic orientation, strong results-driven mindset
