O TalenT Language Jobs® les experts en recrutement et talent management, nous recrutons pour notre partenaire Un groupe Multinational leader des BPO et de la gestion de la relation clients, les profils suivants
Customer Care Team Leaders (Bilingue English / FR)
Lieu de travail : Centre Urbain Nord
Quel est le rôle d'un Customer Care Team Leader ?
Provide precise information to generate results and growth forecast.
Notify, guarantee and monitor the operating targets assigned to each of the CSRs forming his/her team, providing constant feedback in order to attain such targets, both in terms of quantity and quality.
Act in line with the guidelines set by the Company giving an example to the remaining employees, with knowledge and application of Company procedures and of the Agreement applied to his/her team.
Respond pro-actively to the variations in the established service levels and targets, with smooth communication to his/her team to achieve adequate adaptation.
Meet and exceed the targets set by each service, reviewing and assessing the performance reports and promoting specific measures to attain such targets.
Ensure that his/her collaborators are familiar with the targets, stating the truth in the target attainment record.
Attend internal interdepartmental meetings to optimize service operations or the services of his/her area of responsibility.
Control the traffic, if applicable in the service, to adapt the distribution of tasks within the team in line with service levels.
Manage and keep up to date the applications, databases and documentation corresponding to his/her area of responsibility.
Prepare reports on the evolution of his/her team's CSRs in relation to results and the service quality offered.
Who Are you and what is your skillset?
- Minimum studies: Compulsory Secondary Education. Bachelor's degree, vocational and/or university training is an advantage, together with training related with the typology associated with the service assigned to the work post.
- Knowledge of the Client Organisation product is an advantage.
- Specific training and/or work experience in team management, commercial strategies and sales techniques is an advantage.
Fluent English & Excelent French is mandatory
Excellent personal and communication skills, you're passionate about managing people and developing their skills & performances.
Comme vous le constatez et si vous avez compris notre offre bilingue , c'est que ce poste peut vous correspondre, postulez aujourd'hui et donnez un nouvel élan à votre carrière.