Your mission
Manage a team of Customer Service Representatives (CSR) ensure effectiveness and continuous improvement of the daily customer support operations and increase customer satisfaction.
As Senior Customer Service Team Leader, you:
1. Guarantee that the (internal) Service Level Agreements with customers and Operational Level Agreements with internal clients and suppliers/partners, are known, applied, and respected in the daily activity of the team.
2. Do structural install and maintain proactive support activities to increase the added value of the Customer Service Agent in the complete Orange end-to-end support experience. Identify weaknesses and improvement areas, propose, and implement operational solutions and guarantee continuous improvement of operations.
3. Recruit, coach, motivate and evaluate a team of CSR’s. Detect areas of development in performance, competencies, knowledge and initiate necessary corrective actions.
4. Measure the performance of the team versus the defined objectives and reports to the team and management. Translate group objectives into team objectives, communicate them to the team and management and take all necessary actions to reach the defined objectives.
5. Manage manpower in the most effective way considering the validated budget, forecast and capacity planning to reach the defined objectives.
6. Supervise the good functioning of the escalation procedures and/or the standby systems and take corrective actions if necessary.
You have s pecific expertise in:
Performance management
Strong knowledge of Orange Products and Services & procedures
Tools and applications
Are you the profile we are looking for?
7. You have a Bachelor degree or equivalent through experience
8. You have relevant experience in a customer service environment with technical interest and about 3 years’ experience as team leader in a service environment
9. You have a good knowledge of MS Office Tools
10. You possess a strong analytical mindset
11. You enjoy taking responsibility
12. You can express yourself fluently in Dutch, French & English