Senior customer service team manager h/f
For a very stable and well-known international company based in Brussels, we are looking for a Senior Customer Service Team Manager.As a Senior Customer Service Team Manager, you will be supervising 2 small teams, be also involved in the implementation of strategic projects for the department. The scope of your job includes people management (coaching, staff development), the definition and implementation of tactical and operational plans for your department in order to meet strategic plans as well as the implementation of continuous improvement projects.You will work closely with the Customer Experience department to guarantee the quality of services and contribute to the continuous improvement of the customer experience.Your main responsibilities Team management :You will be responsible for managing, coaching, motivating and supervising a team of Customer Service agents.You will participate in the recruitment of new employees and be responsible for their integration: screening, job interviews, reception and implementation of all the requirements for new arrivals.You’ll make sure that the team has the tools and information needed to do its job.You will be constantly coaching your team on the basis of the results achieved (namely, leading KPI's) and set up a culture of metrics driven coaching.You will set the annual objectives of the agents and regularly evaluate their progress through individual interviews (one-to-ones, development interviews, etc.).You will continuously track individual KPI's: NPS numbers, # calls made, etcYou will ensure the development and skills of each agent by identifying strengths and areas for improvement. In partnership with the HR Business Partner, you will take appropriate training and development initiatives to meet development needs and monitor/coach them.Coaching and expert support: monthly meeting and analysis of sensitive casesYou will ensure good communication within the team (e.g. via regular Team Meetings) and good collaboration between the different teams.Organisation of the service Create a weekly schedule of the day's tasks and holidays (occupancy)Distribute and organise the tasks of your team.If there is a risk of non-compliance with KPI's: take the necessary corrective action and reorganise work and priorities in order to achieve the set objectives.Analyse the figures received via daily reports (time, productivity, q
At least 8 years of professional experience of which at least 3 years in a managerial function including people management in a Customer Service or Inside Sales environment.Good professional experience in the definition and implementation of tactical and operational plans in a changing environment.Experience in the definition and implementation of Continuous improvement projectsKnowledge of Customer Experience is clearly an assetAbility to get a helicopter view and translate it into operational plansYou are a born leader and have an inspirational management style.Ability to make decisions based on analyses (forecast, etc.) and to implement concrete actionsCustomer-oriented, solution and result orientedYou are able to manage multiple responsibilities and set priorities for yourself and for the team.Flexible, able to adapt quickly to a changing environmentAbility to work in both national languages (spoken and written), knowledge of English is a plus.Good command of Excel (analysis/reporting) and PowerpointOfferAn exciting position in a dynamic organisation that focuses on training and personal development opportunities.A very attractive salary package including a company car, an annual bonus, complete packages of Insurances, meal vouchers, phone, laptop, and up to 34 days of holidays.A pleasant working environment in a motivated team.Last but not least, you will have the opportunity to work mainly or even exclusively from home, with the possibility to work from the office up to twice a week.
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