Description de fonction

We are looking for an experienced contact center team leader for the BENELUX &FR areas 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 leader 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;

Profil recherché

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.

Informations complémentaires

Localisation de l'offre d'emploi: Bruxelles
Contrat Offert: CDI
Expérience requise: + 5 ans exp.
Diplôme requis: diplôme

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