Call centre supervisor

Descriptif du poste

We are seeking a dedicated and experienced Call Center Team Leader to join our dynamic team. The ideal candidate will have a proven track record in managing call center operations, coaching team members, and ensuring compliance with company policies.

Key Responsibilities:

Management & Coaching:

Manage, delegate, and prioritize high-volume calls and emails in a fast-paced environment requiring multiple tasks and decisions.
Organize and plan daily operations within the team.
Respond to internal and external issues and coordinate solutions between internal departments via email, phone, and chat in a timely and efficient manner.
Mentor and train team members through telephone coaching, performance metrics and statistics, and regular meetings (one-on-one meetings, team meetings, and team briefings).
Meet client key performance indicators (KPIs).
Manage client objectives for service level, AHT, ACCS, TRN, APA, etc.
Compliance and Procedures Application:

Ensure the commitment of the entire team and their ability to overcome obstacles.
Manage processes to ensure compliance with company policies and procedures and continuous process improvement.
Ensure that the timeliness, quality, and efficiency of all processes performed in a given area of responsibility are met.
Commit to work within the organization and support its global vision to support the growth of the company.

Profil Recherché

Skills & Competencies:

Technical Skills (Savoir Faire):

Ability to work and supervise a team of 12 to 15 Customer Experience Ambassadors.
Experience leading a team, preferably in a call center. A combination of call center experience and general leadership experience will also be considered.
Reporting analytics.
Time management.
Soft Skills (Savoir Etre):

Motivational skills.
Decision making.
Effective communication.
Flexibility.
Problem solving.
Empathy.
Qualifications:

Education:

Relevant educational background is preferred.
Experience:

Have at least 1 to 3 years of experience in a call center.
If you are a motivated leader with a passion for customer service and a drive to achieve excellence, we encourage you to apply for this exciting opportunity. Join us and help lead our team to success!

How to Apply:
Please submit your resume and cover letter detailing your relevant experience and why you are the ideal candidate for this position.

We look forward to welcoming a new Team Leader to our team!

Avantages sociaux et autres

CDI, CNSS, AMO, Mutuelle after 6 months

Amplitude horaire

8:00 - 22:00

Salaire Net + primes