Teamleader contact center Nl/Fr/Eng - temp to perm

4-4-2018 cargovil
description de la fonction

We are hiring a motivated contact center leader. You are responsible for coaching and managing a team of 9 contact center employees.

Mission

- Improve customer service experience
- Keep the department running in an efficient and profitable manner, to increase customer / patient satisfaction, loyalty and retention and to meet their expectations.
- Take ownership of customers issues and following problems through to resolution

Responsibilities

- Develop objectives for the contact center¿s day-to- day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Hire, coach and provide training to personnel to maintain high customer service standards and accuracy of patients and customers data
- Monitor and improve telephone handling, emails management and trip return activities
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Conduct Customer Satisfaction Survey
- Work in strong cooperation with peers to improve internal processes
- Challenge customer service procedures, policies and standards
- Prepare and execute the monthly closing
- Prepare reports for different departments or upper management

vos atouts

- Customer service orientation
- Good knowledge of French, Dutch and English
- Excellent organizational and leadership skills with a problem-solving ability (Hands On)
- Strong client-facing and communication skills
- Positive and patient
- Knowledge of performance evaluation and customer service metrics
- Advanced troubleshooting and multi-tasking skills
- Excellent communication skills

qu'offrons-nous?

- a fixed contract after a sucesfull interimperiod
- working in a pleasant environment
- working within a peer atmoshpere
- competitive salary with fringe rewards

sommaire
fonction
teamleader / manager (m/f)
type de job
temps plein
type contrat
jobs fixes après intérim
secteur
commerce de gros et de détail
référence
DUORS-926715
informations de contact
Ann-Sophie & Marilyn
zaventem_831@randstad.be 02-254 86 97
02-254 86 97

informations de l'agence
Brussels Airport
Brussels National Airport Bus 32 PB3
1930 ZAVENTEM
003227180370
003227180370