Bilingual Service Center Supervisor - Lead & Optimize Calls

Axis Group - HR Advisor; Brussel; Sur place; EUR 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

Health insurance

Group insurance

Company car or mobility allowance

Résumé du poste

Axis Group is seeking a Service Center Supervisor to lead a dynamic team and drive customer-centric service delivery. You will motivate staff, manage operations, and promote continuous improvement within a busy service center environment.

The role emphasizes coaching, strategic implementation, and collaboration with account managers to ensure high standards of service across all channels. A permanent contract with attractive benefits awaits the right candidate.

Qualifications

• Experience leading a team in a call center or service center environment.
• Fluent in two languages with strong communication skills.
• Demonstrates proactive problem solving and decisive action.

Responsabilités

• Lead your team to achieve the division's and department's objectives using an integrated approach.
• Translate and implement the strategic vision and policies while working toward targets.
• Ensure Service Center operations are productive and efficient.
• Apply lean management practices to improve service delivery.
• Plan staffing based on activity forecasts, including events and campaigns.
• Supervise Service Center activities and ensure proper handling of customer calls.
• Coach and train staff; monitor telephone interactions to guide service agreements.
• Maintain customer files with specific requirements and agreements.
• Monitor compliance with service provisions agreed with customers.
• Act as primary contact for changes, issues, and complaints.
• Handle customer requests across multiple channels and keep customer relations strong.
• Promote customer excellence and prioritize client satisfaction.
• Collaborate with Account Managers on client questions and issues.
• Participate in requirements analysis and workshops for new contracts.
• Assess and manage risks via audits and quality improvement measures.
• Produce management reports to support decision making.

Connaissances

Team leadership

Communication

Bilingual

Collaboration

Problem solving

Decision making

Formation

High school diploma

Description du poste

Axis Group is seeking a Service Center Supervisor to lead a dynamic team and drive customer-centric service delivery. You will motivate staff, manage operations, and promote continuous improvement within a busy service center environment.

The role emphasizes coaching, strategic implementation, and collaboration with account managers to ensure high standards of service across all channels. A permanent contract with attractive benefits awaits the right candidate.