Wat ga je doen?

Als quality beller bij Pepperminds heb je dagelijks telefonisch contact met door Pepperminds geworven donateurs of leden. Je werkt daarbij voor verschillende goede doelen of commerciële opdrachtgevers. Je verwelkomt ze als nieuwe donateur of lid, en controleert hun gegevens. Daarbij zorg je ervoor dat ze met een positief gevoel weer de telefoon ophangen. Zijn er nog vragen of onduidelijkheden? Dan weet jij met jouw communicatieve skills de oplossing te vinden! Kortom: jij weet mensen blij te maken, goed te informeren en een positief gevoel te geven. Dit doe jij telefonisch vanuit de vestiging in Haarlem samen met jouw collega’s van het callcenter team. Een hecht team van jongeren en studenten die er samen elke dag weer een feestje van maken 😊. Daarnaast is het óók nog eens ontzettend leerzaam: je krijgt trainingen om beter te worden in je werk, en kunt deelnemen aan alle online trainingen en masterclasses van onze PepperAcademy.

Wie ben jij?

Je bent een mensenmens en houdt van een gezellige werkomgeving. Je wilt groeien als persoon én als professional. Je bent proactief, leergierig en communicatief sterk. Herken jij jezelf in al deze punten? Dan hebben wij de perfecte bijbaan voor jou!

Wat bieden wij jou verder?

Wat zoeken wij in jou?

De Coronacrisis heeft veel zorgverleners aan het denken gezet: hoe ondersteun ik mijn patiënten zonder dat zij naar de praktijk of ziekenhuis moeten komen. De producten en diensten van Medicine Men zijn hier precies voor bedoeld. We merken sinds de eerste maatregelen van de overheid een snelle toename in informatieaanvragen en nieuwe klanten.

Een van onze producten is EmmaHBPM, bloeddrukmeten op afstand. De belangrijkste doelgroep zijn huisartsen, maar ook bijvoorbeeld ziekenhuizen die zwangeren met hoge bloeddruk moeten bewaken.

We zijn op zoek naar mensen met een hart voor de zorg, die van huis uit zorgverleners informatie kunnen geven over EmmaHBPM en, wanneer besloten is ervan gebruik te maken, hen met zoom of telefonisch instructie te geven. Afhankelijk van jouw achtergrond en interesse is het mogelijk om ook patiënten op afstand te ondersteunen als zij niet helemaal begrijpen hoe zij de bloeddrukmeting moeten uitvoeren.

Eisen

Het is belangrijk dat je makkelijk, duidelijk en accentloos kunt praten aan de telefoon. Luisteren is ook een belangrijke eigenschap natuurlijk.

Je denkniveau moet op minimaal HAVO/HBO niveau liggen, waarbij een interesse voor techniek een pre is.

De telefoon, of je eigen PC verbinden aan het telefoonnet via Internet. Je moet daarom een goede internetverbinding thuis hebben.

Wat we bieden

Een baan bij Medicine Men betekent:

Fulltime Provincie Zuid Holland Vakgebied Commercieel
 


call agent inbound/klantenservice
Je hebt ervaring met klantenservice; Je kunt klanten vlot te woord staan, zowel geschreven als aan de telefoon; Je kunt goed zelfstandig werken en voelt je verantwoordelijk; Je bent fulltime beschikbaar (must)! Je bent bereid om minimaal 1x per week in de avond (tot 22.00) en een paar keer per maand op zaterdag te werken; Je beschikt over een MBO+ werk- en denkniveau; Je hebt affiniteit met e-commerce

how to apply?

The deadline for submissions is  23 April 2023 23:59 CET . Interviews will take place in the week of the 1st of May.

Key Responsibilities

• Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
• Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
• Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
• Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
• Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards
• Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
• Ensure customer handling and data practices align with GDPR expectations
• Maintain a safe work environment aligned with the Working Conditions Act (Arbowet) and related employer obligations

Requirements

• Education/qualifications: Relevant MBO/HBO diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong equivalent experience is considered
• Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• Core capabilities:
  • People leadership, coaching, performance management, and change delivery
  • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
  • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
  • Quality assurance, training design, escalation/complaints management, and CX improvement
  • Strong stakeholder management across Operations, IT, Sales, Compliance, and HR
• Systems/tools (varies by role): CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Key Responsibilities

• Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
• Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
• Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
• Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
• Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards
• Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
• Ensure customer handling and data practices align with GDPR expectations
• Maintain a safe work environment aligned with the Working Conditions Act (Arbowet) and related employer obligations

Requirements

• Education/qualifications: Relevant MBO/HBO diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong equivalent experience is considered
• Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• Core capabilities:
  • People leadership, coaching, performance management, and change delivery
  • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
  • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
  • Quality assurance, training design, escalation/complaints management, and CX improvement
  • Strong stakeholder management across Operations, IT, Sales, Compliance, and HR
• Systems/tools (varies by role): CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Key Responsibilities

• Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
• Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
• Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
• Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
• Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards
• Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
• Ensure customer handling and data practices align with GDPR expectations
• Maintain a safe work environment aligned with the Working Conditions Act (Arbowet) and related employer obligations

Requirements

• Education/qualifications: Relevant MBO/HBO diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong equivalent experience is considered
• Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• Core capabilities:
  • People leadership, coaching, performance management, and change delivery
  • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
  • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
  • Quality assurance, training design, escalation/complaints management, and CX improvement
  • Strong stakeholder management across Operations, IT, Sales, Compliance, and HR
• Systems/tools (varies by role): CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Key Responsibilities

• Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
• Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
• Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
• Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
• Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards
• Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
• Ensure customer handling and data practices align with GDPR expectations
• Maintain a safe work environment aligned with the Working Conditions Act (Arbowet) and related employer obligations

Requirements

• Education/qualifications: Relevant MBO/HBO diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong equivalent experience is considered
• Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• Core capabilities:
  • People leadership, coaching, performance management, and change delivery
  • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
  • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
  • Quality assurance, training design, escalation/complaints management, and CX improvement
  • Strong stakeholder management across Operations, IT, Sales, Compliance, and HR
• Systems/tools (varies by role): CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Key Responsibilities

• Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
• Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
• Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
• Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
• Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards
• Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
• Ensure customer handling and data practices align with GDPR expectations
• Maintain a safe work environment aligned with the Working Conditions Act (Arbowet) and related employer obligations

Requirements

• Education/qualifications: Relevant MBO/HBO diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong equivalent experience is considered
• Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• Core capabilities:
  • People leadership, coaching, performance management, and change delivery
  • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
  • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
  • Quality assurance, training design, escalation/complaints management, and CX improvement
  • Strong stakeholder management across Operations, IT, Sales, Compliance, and HR
• Systems/tools (varies by role): CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development