Teamleader with Ai interest
Brussels
Open-ended
Selection & Interim
Are you an experienced professional ready to lead a dynamic team at the service desk? As a Service Desk Team Leader, you’ll play a key role in managing customer interactions and improving processes. You’ll coach and support your team, ensure service quality, and drive digital transformation. With your organizational skills and customer-focused attitude, you’ll make a difference in the industry. Do you have a keen eye for detail and the drive to pursue continuous improvement? Apply now and make an impact in this challenging role!
Description
- You will efficiently manage the email inbox;
- You will handle phone calls, reception duties, and initial customer interactions;
- You will schedule staff availability, on-call shifts, and assign tasks within the team;
- You ensure quality, response times, and customer focus in all communications;
- You coach, support, and train case managers in their work;
- You report to management on issues, feedback, and frequently asked questions from the sector;
- You follow up on problem cases and escalate them to other departments when necessary;
- You are committed to the deployment, training, and further development of the existing AI tool;
- You oversee automated responses and ensure their quality;
- You make proposals for training and encourage knowledge sharing within the team;
- You build a broad knowledge base regarding year-end bonuses, union dues, union education, pre-financing, and other sector-specific tasks;
- You contribute to improving procedures, communication, and service delivery;
- You provide insight into the department’s hiring needs and participate in the selection of new employees.
Your profile
- Has proven experience in payroll administration, social affairs, or handling complex cases;
- Has a genuine interest in digitalization, artificial intelligence, and process improvement;
- Possesses excellent organizational skills;
- Communicates fluently and clearly in both Dutch and French;
- Has a keen eye for quality, structure, and customer-focused service;
- Demonstrates maturity in guiding employees and properly escalating complex cases;
- Is motivated to gain in-depth insight into relevant laws and regulations within the sector;
- Has a customer-focused attitude but knows where to draw the line;
- Is organized and remains calm under pressure;
- Enjoys a practical approach and has a hands-on attitude;
- Is diplomatic when dealing with various parties;
- Takes a critical view of processes without disrupting their operation;
- Is skilled at setting priorities and tackles tasks in a goal-oriented manner.
Offer
- Monthly salary indication: € 3501 - € 4500
- A crucial role in the further development and optimization of our services;
- A position in which you can have a tangible impact on the industry, our employees, and internal processes;
- The opportunity to implement improvements in processes, communication, and digital support;
- Collaboration with experienced professionals in the administration, legal, IT, and accounting departments;
- A stable work environment with a strong social mission;
- A competitive salary, supplemented by attractive benefits.
Hi, I'm Philippine Delvaux,
Junior Career Advisor,
Is this job a good fit?