Customer Relations Center Supervisor (M/F) - Casablanca
Company sector : Automotive / Motorcycles / Cycles
COMPANY :
Job :
- Daily management and leadership of the team
- Monitoring of performance indicators (KPIs)
- Individual coaching and on-site support
- Quality control of interactions
- Implementation of corrective actions
- Management of schedules and absences
- Handling of customer escalations
- Monitoring of individual and collective objectives
- Daily reporting to the Team Leader
- Participation in the skill development of employees
- Employee evaluation
Required profile :
Hard Skills (Professional, Technical & Methodological)
1/Professional: Team Management/Planning and Organization/Quality Management/Proficiency in Customer Relationship Management Tools
2/Technical: Proficiency in various Call Center KPIs/Reporting/Communication /Proficiency in Advanced Call Center Tools
3/Methodological: Priority Management/Quality Management/Data Analysis/Problem Solving (analyze Root Cause to propose continuous improvement solutions to the Manager)
Soft Skills (Behavioral, Managerial and Linguistic)
1/Behavioral: Communication/Adaptability/Teamwork/Autonomy/Sense of Responsibility/Stress Management
2/Managerial: Leadership/Team Motivation/Coaching
3/Linguistic: Open-mindedness/Communication/Listening and Comprehension Skills
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