Key Responsibilities
As a Senior Customer Service Team Leader, you will oversee a team of Customer Service Representatives to ensure the effectiveness and continuous improvement of daily customer support operations and increase customer satisfaction.
Main Accountabilities
* Ensure that internal Service Level Agreements with customers and Operational Level Agreements with internal clients and suppliers/partners are known, applied, and respected in daily team activities.
* Maintain proactive support activities to enhance the value of Customer Service Agents in the complete support experience. Identify weaknesses and areas for improvement, propose, and implement operational solutions for continuous improvement of operations.
* Recruit, coach, motivate, and evaluate a team of CSR's. Detect development areas in performance, competencies, knowledge, and initiate necessary corrective actions.
* Measure team performance against defined objectives and report to the team and management. Translate group objectives into team objectives, communicate them to the team and management, and take necessary actions to achieve defined objectives.
* Manage manpower effectively considering validated forecasts and capacity planning to reach defined objectives.
* Oversee the proper functioning of escalation procedures and/or standby systems and take corrective actions when necessary.
Your Expertise Profile
You possess specific expertise in:
* Performance management
* Strong knowledge of Products & Services & procedures
* Tools and applications
Requirements and Expectations
* A Bachelor degree or equivalent through experience
* Relevant experience in a customer service environment with technical interest and about 3 years' experience as a team leader in a service environment
* A good knowledge of MS Office Tools
* A strong analytical mindset
* The ability to take responsibility
* Fluency in Dutch, French, and English
Opportunities and Career Growth
This role offers opportunities for personal and professional growth, where you can develop your skills and expertise while making a meaningful contribution to the organization's success.