Customer Service Team Leader
Brussels
Open-ended
Outsourcing
Are you ready to lead a dynamic team towards success? Our client is currently seeking a skilled Customer Service Team Leader to oversee operations, drive performance, and ensure top-tier support for customers. If you have a passion for people management, a knack for problem-solving, and a background in IT services, this opportunity is perfect for you! With an attractive benefits package, including meal vouchers, health insurance, and the possibility of a car or mobility budget, this role offers both stability and growth potential. Don't miss out on this chance to take your career to the next level - apply now!
Description
- Oversee team management, including motivation, development, scheduling, and performance evaluation ;
- Ensure the quality of helpdesk activities, monitoring key performance indicators (KPIs) and service level agreements (SLAs) ;
- Manage relationships with suppliers and partners, ensuring high performance and alignment with company standards ;
- Ensure compliance with security and privacy regulations in coordination with the relevant internal teams ;
- Oversee incident management, analyze trends, and contribute to problem resolution ;
- Participate in change management processes, providing business impact assessments and ensuring team readiness ;
- Drive continuous improvement in helpdesk processes, documentation, and product usability, gathering and communicating insights for enhancements.
Your profile
- At least 7 years of professional experience, with a minimum of 5 years in people and project management roles ;
- Master’s degree in Computer Science, Information Technology, or equivalent practical experience ;
- Strong customer and end-user communication skills ;
- Proven ability to manage priorities and emergencies in an IT environment ;
- Adaptability to work in complex, multi-stakeholder environments ;
- Expertise in people management, fostering team development and mentorship ;
- Strong problem-solving, analytical, and synthetical skills ;
- Practical knowledge of ITIL and experience with root cause analysis methodologies like Kepner & Tregoe ;
- Proficiency in Dutch, French, and English.
Offer
- Monthly salary indication: unknown
- Monthly salary indication: unknown
- As a consultant, we offer you a permanent contract with the following benefits;
- Attractive gross salary;
- Flat rate expense allowance;
- Meal vouchers;
- Health and group insurance;
- A car or mobility budget after 1 year of activity;
- 12 ADV days on top of the legal 20 days;
- The project is also possible on a freelance basis.
