Operations Team Lead: Drive Excellence & CX

Nickel; Brussel Hoofdstad; Sur place; EUR 50 000 - 65 000; Plein temps

Avantages offerts par ce poste

DKV insurance

Group insurance

30 days vacation

Résumé du poste

Nickel Belgium is seeking a Team Leader to guide a 10-agent Operations team in Brussels, delivering an exceptional customer experience. You will lead daily activities, optimize workload, and monitor performance against targets.

Reporting to the Operations Manager, you will coach and develop the team, implement best practices, and collaborate with cross-functional groups to raise service quality and efficiency.

Qualifications

• Minimum 3 years of experience in a Team Leader, Supervisor, or Operations Lead role in a customer service, operations, or contact center environment.
• Demonstrated success in managing performance through KPIs and operational metrics.
• Strong leadership, people management, and coaching abilities.
• Excellent analytical and problem-solving skills.
• Strong understanding of continuous improvement frameworks with the ability to identify inefficiencies and process improvements.
• Fluent in Dutch, French and English written and spoken.

Responsabilités

• Lead and oversee day-to-day operational activities to ensure smooth service delivery.
• Manage workload distribution and tasks allocation based on business priorities and tickets/calls volume.
• Monitor team productivity and operational performance to ensure targets are achieved.
• Lead, coach, motivate, and develop a team of 10 agents.
• Foster a culture of accountability, engagement, and continuous improvement.
• Manage attendance, performance, and employee engagement initiatives.
• Quality Monitoring & Continuous Improvement.
• Prepare and present regular performance reports to management.
• Seek for best practices from other countries and implement them.
• Focus on operational efficiency and how to improve.
• Act as a SPOC with other countries and corporate team.

Connaissances

Team leadership

People management

Coaching

Analytical thinking

Problem solving

KPI management

Process improvement

Description du poste

Nickel Belgium is seeking a Team Leader to guide a 10-agent Operations team in Brussels, delivering an exceptional customer experience. You will lead daily activities, optimize workload, and monitor performance against targets.

Reporting to the Operations Manager, you will coach and develop the team, implement best practices, and collaborate with cross-functional groups to raise service quality and efficiency.