Supervisor Service Center

Reference: 10034951 Brussels Temporary term Selection & Interim

Description

• Manage your team to achieve divisional and departmental objectives, based on the principles of an integrated approach;
• Translate and concretize the strategic vision and policies established in your area of expertise, while targeting divisional and departmental objectives;
• Achieve results by ensuring that the operational management of the Service Center is focused on productivity and efficiency;
• Ensure effective management of Service Center operations by implementing lean management practices;
• Plan staffing levels according to Service Center activity forecasts (including events such as trade fairs and sales campaigns);
• Organize and supervise Service Center activities, in particular ensuring that team members manage customer telephone calls;
• Support employee development by providing coaching, training and monitoring telephone interactions with customers to make corrections where necessary, particularly with regard to service agreements;
• Write and update customer files, integrating specific requirements and agreements made with each customer;
• Monitor compliance with service arrangements agreed with customers;
• Act as main point of contact for changes, problems and complaints;
• Handle customer requests via various communication channels;
• Place the customer at the heart of our concerns by nurturing customer relations and adopting an attitude geared towards customer satisfaction;
• Promote the principles of customer excellence by putting the customer first;
• Maintain close collaboration with Account Managers to answer specific customer questions or problems;
• Participate in definition studies and workshops relating to new service contracts, promoting synergy with other divisions;
• Assess and manage risks by conducting regular checks and monitoring continuous quality improvement;
• Produce accurate management reports and provide relevant information to support managerial decision-making;
• Assess front-line risks related to tasks performed in your department and establish control measures to avoid or reduce associated risks;

Your profile

• Has significant experience as a team leader, preferably in a call center environment;
• Demonstrates an excellent spirit of collaboration and works closely with other supervisors;
• Excellent command of two languages, with particular ease of communication;
• No specific expertise in the field is required;
• Demonstrates determination in actions while displaying empathetic sensitivity;
• Does not hesitate to make decisions when necessary;
• Adopts a proactive, problem-solving approach, able to anticipate challenges and provide effective solutions;
• Has a bachelor's degree or equivalent experience.

Offer

• Monthly salary indication: € 4001 - € 4500
• Competitive compensation;
• Extralegal benefits;
• Training opportunities;
• Working from home;
• Interesting projects.

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