Service Desk Lead — Customer Experience & Escalations

Solera Holdings, LLC.; Den Haag; In loco; EUR 42.000 - 62.000; Tempo pieno

Descrizione del lavoro

Solera Holdings, LLC. seeks a Service Desk Supervisor to lead a team delivering high-quality customer service in a fast-paced environment. You oversee daily workflows, monitor queues and service levels, and act as the senior point of contact for complex issues and escalations.

You will coach and develop agents, support recruitment and onboarding, and ensure diligent reporting on quality and performance. Dutch and English fluency are required.

Competenze

• HBO-level education or equivalent working experience.
• At least two years of relevant customer service or service desk experience.
• Experience coordinating, coaching, or supervising colleagues is preferred.
• Strong people-leadership skills and customer focus.
• Analytical, organisational and problem-solving abilities.

Mansioni

• Lead daily Service Desk activities, allocate work, set priorities and ensure coverage.
• Monitor queues, workloads, service levels and team performance for accuracy and timeliness.
• Act as senior contact for unresolved incidents, complex queries, escalations and complaints.
• Discuss findings from AI-quality reviews with agents and identify improvement actions.
• Support recruitment, onboarding, training, performance reviews, and team development.
• Maintain clear procedures and report on service levels, quality and workloads.
• Oversee a small group of specialized second-line finance agents and route escalations.
• Ensure compliance with policies and escalate fraud, data-protection and security risks.

Conoscenze

Team Leadership

Coaching

Performance management

Recruitment

Onboarding

Operational reporting

Financial processes

Dutch language

English language

Customer focus

Problem solving

Communication

Quality monitoring

Formazione

HBO-level education

Strumenti

AI quality tools

Service desk software

CRM systems

Descrizione del lavoro

Solera Holdings, LLC. seeks a Service Desk Supervisor to lead a team delivering high-quality customer service in a fast-paced environment. You oversee daily workflows, monitor queues and service levels, and act as the senior point of contact for complex issues and escalations.

You will coach and develop agents, support recruitment and onboarding, and ensure diligent reporting on quality and performance. Dutch and English fluency are required.