Supervisor Service Center
Brussels
Freelance
Outsourcing
We are looking for an inspiring Supervisor Service Center who can coach and guide a team of professionals to success. In this role, you will be responsible for driving operational processes within our Service Center, with a strong emphasis on productivity and customer focus. You will translate strategy into action, manage business processes with Lean management and maintain positive customer relationships. Are you tactically strong, communicatively skilled and have leadership experience? Join our dynamic team as a freelance Service Center Supervisor and make an impact! Apply now and contribute to our continued growth!
Description
- You provide coaching leadership to the team and guide them in achieving departmental and service objectives aligned with the shared vision;
- You translate the overarching strategy and policies into practical actions within your department;
- You operationally manage the Service Center, with a strong focus on productivity and efficiency;
- You ensure effective management of business processes, applying Lean management principles;
- You create staff schedules based on expected workloads, such as during specific events or commercial initiatives;
- You organize and supervise customer calls handled by your team;
- You coach and train employees, with a special focus on godparenting and call follow-up;
- You prepare and keep customer sheets up to date, including specific service agreements;
- You oversee compliance with SLA agreements with customers and review them regularly;
- You act as the first point of contact when changes, problems and complaints arise;
- You process customer requests through various communication channels to ensure prompt processing;
- You work customer-focused and maintain positive relationships with customers to ensure their satisfaction;
- You promote an attitude of Customer Excellence within your team and organization;
- You liaise with account managers and follow up closely on customer inquiries;
- You actively participate in customer workshops and definition sessions with other departments;
- You perform audits and monitor service quality, with a focus on continuous improvement;
- You provide accurate reports to management to support their decision making;
- You perform risk assessments and take preventive measures against fraud within your department.
Your profile
- Possesses leadership experience, preferably in a call center environment;
- Has an eye for team spirit and enjoys working closely with other supervisors;
- Has a perfect command of Dutch and French and is very strong communicator;
- Does not require specific knowledge of the subject matter;
- Can act decisively while showing empathy;
- Is able to make informed decisions;
- Works proactively and solution-oriented: recognizes potential problems and comes up with appropriate solutions;
- Has completed at least a Bachelor's degree or has equivalent experience.
Offer
- Monthly salary indication: unknown
- Position on a freelance basis.
