6 nov. 2021 à 0h00 Services financiers Rabat 88 vues
Détails de l'annonce
Poste :
About the role
Are you an elite Customer Service Team Leader, looking for a challenging and rewarding role?
Can you motivate, drive, and lead a team to provide an exceptional customer experience for one of the world's largest brokers of fine and decorative art, jewelry, and collectibles?
Then this could be the perfect opportunity for you!
Reporting to the Customer Service Operations Manager, you will be an experienced leader with a proven track record in leading teams to drive service excellence.
We will expect you to be an ambassador and promote a collaborative approach. You will be instrumental in leading change to always ensure customers receive a right first time service.
What you’ll do
- Coach the team members and encourage them to develop their skills;
- Lead and assist the team through individual interviews and team meetings
- Ensure daily monitoring of individual and team performance indicators, to identify areas for improvement and implement the necessary action plans;
- Ensure compliance with the company's internal rules and regulations;
- Ensure the administrative supervision of the team (leave, delays, attendance);
- Ensure compliance with procedures and customer satisfaction;
- Schedule and organize team activities
- Handle conflicting calls;
- Anticipate problems that may affect production;
- Ensure at least 2 hours of call processing per month to maintain business control;
- Set up Support Plans for low performers
Profil recherché :
Who you are
- Native English speaker
- Minimum of 2 years working experience as a Manager in call centers (Chat / email / Calls)
- Experience in managing SLA
- Ability to lead a team in a rapidly changing environment
- Ability to handle multiple priorities in a fast paced work environment
- Advanced computer skills in Microsoft Excel and Word
- A proactive approach to problem-solving
- Conscientious and reliable individual who is self-motivated.
- Open and trustworthy, who clearly values diversity within a team, and can see the strengths in all individuals
- Team player who has a genuine interest in helping others. Someone that will lead by example, be friendly and approachable, and demonstrate a “can do” attitude. Helping to develop a culture of working together.
Description de la société
Customer Relationship Management, IT Solutions, Business Process Outsourcing et Digital Services.Présent dans 18 pays, en Afrique, en Europe et en Amérique, le groupe compte actuellement plus 35 000 collaborateurs répartis sur 72 centres opérationnels, en propre et à travers des partenaires.Chez intelcia, nous avons créé les conditions pour accueillir et cultiver les talents, pour qu’ils aient envie de nous rejoindre et se sentent assez bien pour rester avec nous. Pour qu’ils fassent de leur mieux tous les jours, et qu’ils fassent encore mieux dans le futur. Pour qu’ils relèvent les challenges auxquels ils doivent faire face.Etes-vous prêts à relever de nouveaux défis et évoluer dans un environnement agile et innovant ? Si oui, votre candidature nous intéresse.
