Employees in this position have the following duties and responsibilities:
- Plan schedules for your teams 3 months in advance: Shrinkage should be maintained under 12%, from which unplanned leave should be less than 4%
- Identify any people issues which could lead to employees resigning and alert your manager and HR
- Identify key issues /concerns /suggestions and report them to the manager
- Maintain the team’s headcount by raising requests for hiring based on requirement, and requests for separating employees based on performance
- Maintain the team by providing feedback on performance, productivity, and behavior, areas of improvement as well as areas of excellence
- Conduct employees’ reviews every week and provide feedback on the coaching tool.
- Conduct monthly reviews and document all information in the coaching tool
- Track and maintain all feedback given to all employees reporting to you: this should be a soft copy dossier which should be available for review at any given time
- Ensure 100% schedule adherence from the team members
- Analyse, identify and report positive/negative shifts in Customer Satisfaction metrics for all surveys received on daily basis
- Meet the specific targets with respect to the Key Result Areas on Customer Satisfaction, Productivity and People
- Ensure that there is root cause information available on any volume increases higher than 105% above the locked forecast
- Ensure that any new issues are reported to Tier 2, other TMs and management with supporting data
- Devise and implement action plans for any failing metrics
- Discuss with the other TMs/manager any plans or actions which might affect the quality, volume, customer satisfaction, customer understanding, or team discipline before it is placed into action.
- Track and report progress of all action plans on a weekly basis
- Coordinate with the shared resources on reports and databases to ensure accuracy of information.
- Publish a stack ranking of your team members every month, with informal publication of trends every two weeks
- Document and capture all events daily
- Follow any updates/processes and complete all given tasks within the time specified
- Perform other lawful tasks delegated by the management
- Follow the hierarchy structure for escalation of any issues related to work
- Adhere to the rules and regulations of the company
- Adhere to the non-disclosure agreement
Our most successful candidates will have:
- University degree (technical - Computer systems; non-technical - Philology, Economics)
- Particularly good computer literacy is compulsory (MS Word, MS Excel, MS PowerPoint, advanced knowledge of Internet)
- Advanced knowledge of English and a French
- Previous experience as a supervisor or team leader in a contact/call/support centre
- Excellent communication skills
- Willingness or skills for a customer-oriented job
- Proven track showing their organization skills
- Third Western European language is a plus, particularly Dutch or German
What we offer:
- Long-term job security with permanent contract
- Hybrid model of working
- Additional health insurance and life insurance
- Food vouchers
- Regular shifts, Mon-Fri
- Competitive salary + extra bonuses
- World-class on-the-job training
- Multisport card partially covered by the company
- You will become part of a recognized international market leader and can enrich your CV
- An ambitious corporate culture that encourages internal promotions and professional development
- Team building and social activities, volunteer participation, charity events and much more
- Apply and you will get the full broad information about your possibilities with us
All applications will be treated strictly confidential.
Only short-listed candidates will be contacted
All your information will be kept confidential according to EEO guidelines.
