French Technical Support Supervisor

Description du poste

As a Supervisor you are responsible for overseeing the day-to-day performance of the CSS team, to coach associates, and support the department to maintain the quality and efficiency in the Client Service Centre by consistently monitoring CSSs’ transactions, and evaluating the team based on performance reports and trends.

Role Responsibilities: 

• Assists associates with customer situations by offering guidance and solutions on a daily basis 
  
• Monitors at least 1 transaction in cube per associate on a monthly basis to complete the call monitoring system and re-monitors all failed transaction monitoring done by the QA Analysts 
  
• Coaches associates according to feedback delivered by the QA Analysts 
  
• Meets with team on a monthly basis to evaluate the monthly results and discuss future goals 
  
• Meets with ACM on a daily basis to plan, strategize, and review department performance 
  
• Motivates and inspires team through leading by example, offering incentive opportunities, and developing confidence with each team member 
  
• Handles transactions when there are staff shortages or an overwhelming abundance of transactions and demonstrates best practices to CSSs 
  
• Analyses operational trends and supports the team members to improve their performance 
  
• Manages the team, adherence to schedule 
  
• Gathers feedback from the CSSs in regards to new/emerging issues and to proceeds to the necessary escalation to the Client 
  
• Communicates and being a focal point of dissemination of information from management to team and vice versa 
  
• Suggests and informs the Management team on any matters related to improving revenue generation & customer satisfaction in regards to transaction handling and call center processes 
  
• Participates in Daily Supervisor Meetings leading by the ACM 
  
• Participates in process meetings (ATAC and PSP) 
  
• Attends the ELP session delivered by the ACM 
  
• Completes the SGTs plan 
  
• Evaluates CSSs and follows structured action plans for CSSs’ development 
  
• Other duties as assigned. 
  

Prerequisites: 

• Excellent written and verbal communication skills 
  
• Competent in dealing with customer reports at a high quality level 
  
• Strong decision making and critical thinking skills with sound judgment 
  
• Experience in people management and/or people development is preferred 
  
• Ability to measure performance against goals 
  
• Organization and prioritization skills 
  
• Strong work ethic with a high degree of flexibility 
  
• Display an enthusiastic and professional approach 
  
• Passion and commitment to customer satisfaction 
  
• Ability and willingness to work a variety of scheduled shifts, including evenings, weekends and holidays 
  
• Native-level language proficiency in French 
• Fluent in english (B2/C1)

The Company Offers: 

• Multicultural Working environment 
  
• Excellent relocation package (including flight ticket, taxi from the airport to the hotel, up to 2 weeks hotel accommodation) 
  
• On-site canteen 
  
• Great Benefits & Discounts 
  
• Modern Facilities & High Technology Devices/Tools 
  
• Casual dress code! 
  
• Career Development Opportunities 
  
• TP Family Program (summer camp for children, discounts etc.) 
  
• Extra overtime pay 
  
• In-House doctor & examination center 
  
• Welcome Event 
  
• Employee Relations team to help new hires integrate in the Greek lifestyle and culture

Join our team and click on " APPLY NOW ". Thank you for sending to us your CV and Cover Letter in English for more information, call 08 00 91 68 09 (free number from France). 

You can test out your english level by following this link : http://bit.ly/1FzXuT6

Informations supplémentaires

Statut

Inactif

Formation requise

Ecole de commerce/IAE, Ecole d'ingénieurs, Université, Ecoles supérieures

Type de Contrat

CDI - Temps plein, CDD - Temps plein

Secteur

Informatique / Télécommunication, Management, Service client / Centre d'appel

Permis de conduire FR/EU exigé

Non

Voiture exigée

Non

Lettre de motivation exigée

Oui

Langues

Français