Senior Customer Service Team Leader

il y a 2 semaines


Bruxelles, Région de Bruxelles, Belgique TN Belgium Temps plein

Client: Orange Business Services

Location: Not specified

Job Category: Other

EU work permit required: Yes

Job Reference: Not specified

Job Views: 5

Posted: 03.03.2025

Expiry Date: 17.04.2025

Job Description:

Your mission

Manage a team of Customer Service Representatives (CSR) to ensure the effectiveness and continuous improvement of daily customer support operations and increase customer satisfaction.

  • Guarantee that the (internal) Service Level Agreements with customers and Operational Level Agreements with internal clients and suppliers/partners are known, applied, and respected in the daily activity of the team.
  • Implement and maintain proactive support activities to increase the added value of the Customer Service Agent in the complete Orange end-to-end support experience. Identify weaknesses and improvement areas, propose and implement operational solutions, and guarantee continuous improvement of operations.
  • Recruit, coach, motivate, and evaluate a team of CSR's. Detect areas of development in performance, competencies, and knowledge and initiate necessary corrective actions.
  • Measure the performance of the team versus the defined objectives and report to the team and management. Translate group objectives into team objectives, communicate them to the team and management, and take all necessary actions to reach the defined objectives.
  • Manage manpower in the most effective way considering the validated budget, forecast, and capacity planning to reach the defined objectives.
  • Supervise the proper functioning of the escalation procedures and/or the standby systems and take corrective actions if necessary.

You have specific expertise in:

  • Performance management
  • Strong knowledge of Orange Products and Services & procedures
  • Tools and applications

Are you the profile we are looking for?

  • You have a Bachelor degree or equivalent through experience
  • You have relevant experience in a customer service environment with technical interest and about 3 years' experience as a team leader in a service environment
  • You have a good knowledge of MS Office Tools
  • You possess a strong analytical mindset
  • You can express yourself fluently in Dutch, French & English
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