Supervisor Service Center (freelance)

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

Join a dynamic team as a Service Center Supervisor! In this key role, you’ll lead and motivate your team to achieve ambitious goals while putting the customer at the center of everything you do. You’ll ensure efficient operations management, promote service excellence, and contribute to your team members’ professional development. If you have experience supervising a team in a call center environment, are fluent in two languages, and are solution-oriented, then this position is for you. In addition to a competitive salary, you’ll enjoy numerous benefits.

Responsibilities

• Lead your team to achieve the division's and department's objectives, drawing on the principles of the integrated approach;


• Translate and implement the strategic vision and policies established in your area of expertise while working toward the division's and department's objectives;


• Achieve the set results by ensuring the Service Center's operational management is focused on productivity and efficiency;


• Ensure effective management of operations within the Service Center by implementing lean management practices;


• Plan staffing levels based on activity forecasts for the Service Center (including events such as trade shows or marketing campaigns);


• Organize and supervise the Service Center's activities, particularly by ensuring that team members properly handle customer calls;


• Support employee development by providing coaching, conducting training, and monitoring telephone interactions with customers to offer guidance when necessary, particularly regarding service agreements;


• Draft and update customer files, incorporating specific requirements and agreements made with each customer;


• Monitor compliance with service provisions agreed upon with customers;


• Serve as the primary point of contact for changes, issues, and complaints;


• Handle customer requests through various communication channels;


• Put the customer first by nurturing customer relationships and adopting a customer-satisfaction-oriented approach;


• Promote principles of customer excellence by prioritizing the customer;


• Maintain close collaboration with Account Managers to address specific client-related questions or issues;


• Participate in requirements analysis and workshops related to new service contracts, fostering synergy with other divisions;


• Assess and manage risks by conducting regular audits and monitoring continuous quality improvement;


• Produce accurate management reports and provide relevant information to support managerial decision-making;


• Assess front-line risks associated with the tasks performed in your department and establish control measures to prevent or mitigate those risks;

Qualifications

• Has significant experience as a team leader, preferably in a call center environment;


• Demonstrates an excellent collaborative spirit and works closely with other supervisors;


• Is fluent in two languages, with a particular aptitude for communication;


• No specific expertise in the field is required;


• Demonstrates determination in their actions while displaying empathy;


• Does not hesitate to make decisions when necessary;


• Takes a proactive, problem-solving approach, able to anticipate challenges and provide effective solutions;


• Holds a high school diploma or has equivalent experience.

Benefits

As a consultant, we offer you a permanent contract with the following benefits:

• Attractive gross salary;


• Flat-rate expense allowance;


• Meal vouchers;


• Health insurance and group insurance;


• A company car or a mobility allowance after 1 year of employment;


• 12 days of paid vacation in addition to the 20 days required by law;


• This project is also available on a freelance basis.