We are looking for an experienced French Speaking Customer Support Executive Team Leader who will be working under Covalen Solutons on the Ryanair project.
The Supervisor will have:
- Overall responsibility for managing a Team to ensure delivery of the company's KPIs
- To report against delivery and manage the day to day planning, operations and development of the team
- Act as communication channel between staff members and management
- To align the operation and delivery to the commercial objectives of the company
- In addition, the Supervisor is responsible for tasks delegates by the Operations Delivery Manager
Responsibilities:
- Managing the team on a day to day basis to consistently deliver on the KPIs while meeting productivity measures
- Build loyalty within the team and directly impact performance and productivity improvements
- Responsible for building client relationship
- Manage complaints and escalations keeping Operations Delivery Manager informed
- Identifying potential efficiency gains and implementing the activity required to deliver against this
- Scheduling and monitor scheduling adherence for the desks under their competence
- Develop and rollout initiatives that positively impact operational efficiency
- Adherence to policy and procedures
- Manage the operations delivery withing a budget
- Provide constructive feedback in a timely manner
- Analyse and trend outputs from Telephone, case management systems etc. and execute actions plans when necessary
- Take accountability for working with on or more Support Function and driving improvements
- Communicate with management and other Supervisors for continuation of essential information flow between teams
- Ensure that the company and Client specific new hire - leaver - mover - LOA processes and procedures are followed
Duties:
- Manage team members and act as point of contact and escalation for any staff members' issues including TSA's, coaches, ILC's, ICO etc.
- Attend and participate all necessary Client meetings and conf.calls
- Constantly keep direct management and client management informed of accounts performance
- Manage team time and attendance and payroll through available tools (TMS, Absence Tracker, etc.)
- Ensure team compliance on IMPACT report
- Carry out all one to ones, back to works, disciplinary, briefings and performance reviews
- Responsible for recruitment of new hires and all processes that fall between hire and go live
- Produce and distribute all required operational reporting
- Work to TL/Cross-functional task lists and ensure tasks are completed within deadline
- Develop, implement and drive Quality activities and take ownership for customer satisfaction issues
- Input to and responsible for headcount forecasting/planning
- Work with the support functions to drive Quality, Training/Process, HR, Recruitment and reporting activities
- Attend or conduct daily, weekly, monthly, quarterly, meeting and evaluations as appropriate
- Attend Assessment Centres and assist in the business in resource planning
- Escalate cost drivers to Covalen Management, taxi/overtime costs
- Assist Covalen Management with Cost Saving Initiatives
- Perform any other roles and activities as directed by Covalen Management via the use of the relevant processes and procedure
- FTE calculation and mapping for invoicing
- Mentoring junior Supervisors
Candidate profile:
The ideal candidate has previous experience in effectively coping with a fast-paces, high-pressure role in a constantly changing business environment. He/she will be client orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
The candidate will be strongly team-focused with outstanding mentoring and teaching ability and excellent verbal and written communication skills. He/she will be motivated and committed to continuous self-development and the development of others. He/she will be flexible and analytical with exceptional trouble shooting.
Experience:
Ideally the candidate will have experience in coaching/mentoring in a Contact Centre environment and has ideally worked as a Trainee Supervisor or Supervisor. The candidate should have proven ability to lead and manage a team in a fast growing and constantly changing environment.
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