We are looking for an experienced?Contact center Supervisor BENELUX amp;FR to join our team in Brussels. The successful candidate will be responsible for providing world class leadership to a group of highly dedicated Customer Service Consultants, with a goal to ensure a high level of customer satisfaction, whilst meeting service level agreements and objectives.
As Team coach for the inbound team, you will have different responsibilities such as:
- Assist in the formulation of targets for individuals and teams;
- Onboard new employees;
- Answer questions from staff and provide guidance and feedback;
- Anticipate escalation and take over calls when needed;
- Devise ways to optimize procedures and keep staff motivated;
- Measure agents’ and teams’ performance with key metrics such as AHT, occupancy, QM score, shrinkage etc;
- Coaching customer support teams and identify development opportunities;
- Ensure adherence to policies for attendance, established procedures;
- Keep the management team updated with performance, incidents, customer trends, major issues;
- Prepare monthly/annual results and performance reports;
Requirements
To be considered you should have:
- Proven experience as customer support team leader;
- Flexibility regarding daily changes or incidents;
- Good knowledge of English, French and Dutch;
- Excellent problem solving, leadership, complaint management skills;
- A results-oriented approach and ability to work under pressure;
- Excellent knowledge of MS Office and social media;
- Outstanding communication and negotiation abilities;
- Excellent customer service skills;
- Excellent organizational and leadership skills;
Benefits
We are offering an attractive competitive salary and the opportunity for a rapid career development, working closely with a highly motivated team in a dynamic and fast- paced environment.