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Role:
Technical Team Leader / Quality Manager - European Institution
Location:
Brussels, Belgium - European Institution
Responsibilities:
Following tasks will be performed by external service provider:
* Daily operational team management of Front Office and/or Back Office teams, including planning, definition of tasks, review of service level, quality control, risk analysis, call handling status and escalation, status reports (daily, monthly, yearly), problem reporting and organisation definition
* Resource management: planning of resource usage (shifts, holidays, projects) and estimation of costs, timescale and resource requirements for the expected level of service
* Proactive in interaction with hierarchy
* Resilient, ability to identify challenges and propose improvements in the processes. Activities tracking against the plan, provide regular and accurate reports
* Costs monitoring, timescales and resources used. Take appropriate actions where these deviate from agreed tolerances
* Managing the change control procedure
* Providing effective leadership for the operational team, ensuring that team members are motivated and constantly developing their skills and experience
* Analyse and supervise processes and procedures to make sure they are implemented and followed up, compliance to quality targets and meets customer expectations
* Risk Analysis, risks and issues management
* Monitoring and progress reporting
* Quality control
* Understand customer needs and requirements to develop effective quality control processes
* Devise and review specifications for processes
* Observe and supervise agents from different teams to provide guidance and feedback
* Oversee all procedures to identify deviations from defined quality indicators and propose plan to achieve them.
* Keep accurate documentation and perform statistical analysis
* Submit detailed reports to appropriate stakeholders
* Be on the lookout for opportunities for improvement and develop new efficient procedures
Requirements:
Following skills are required for the performance of the above listed tasks:
* Available to start before 2026
* Bachelor's degree and 7 years of experience
as Team Leader are required
or
Master degree and 5 years of experience as a Team Leader are required
* Extensive experience coordinating proximity support teams
* Previous hands-on experience as a proximity support agent, you should understand the team's technical and operational challenges
* Project management experience (planning, follow-up, coordination of improvement or deployment initiatives)
Not project management in software development or IT delivery projects
- Advanced IT product knowledge and experience (HW/SW)
- Highly autonomous and IT skilled in business management tools
- Strong leadership and organizational skills, able to guide and support a team in daily activities
Certificates:
* ITILV4Foundation
Languages:
* Good knowledge of English - Level B2 in Understanding, Speaking and Writing
* Good knowledge of French - Level B2 in Understanding, Speaking and Writing
Some soft skills the client will appreciate:
* Good communication and customer-facing skills, with the ability to interact professionally with users and management
* Flexible, conscientious, results-oriented, proactive and Someone who constantly wants to learn
* Can work independently and in a team, under pressure and with changing priorities
* Problem-solving skills
* Proactive attitude, customer oriented and results
* Rapid self-starting capability and experience in team working and working in an international/ multicultural environment
Our offer:
* You will have the opportunity to work in an international and multi-cultural environment
* You will be able to work for interesting European projects that is managed by European Commission
* You will receive a nice compensation and benefits according to your level (Freelancers are also welcome)
If you think you're a suitable candidate for this mission, don't hesitate and apply today