Costumer Service Supervisor

**Bedrijfsdetails**:
Since its creation more than 50 years ago, the Sodexo group has been the world leader in quality of life services. The presence of the Sodexo group in more than 70 countries gives it an international reputation.

In Belgium, the Sodexo Benefits & Rewards Services subsidiary contributes to improve the quality of life of millions of people through a combination of solutions.

At Sodexo Benefits & Rewards Services, we are proud of our commitments to environmental sustainability, our focus on employment equity and diversity, our new ways of working independently and flexibility for the well-being of our talents. Joining us means evolving in a collaborative, innovative environment, in which each employee is recognized and receives the support they need for their development.

Within the company, the Customer Experience Office's mission is to put our client, merchants and consumers (= Customers) at the heart of our decisions and is made up of a cross-functional team covering the following areas: Customer Experience, Customer Care and Operations.

You contribute every day by your actions to ensure that the CUSTOMER in the broad sense, namely the client, the merchant and the consumer, is put at the heart of the company's decisions and that all actions are taken to create a positive, simple and transparent experience.

In order to strengthen the Customer Services Department, and more specifically the Private B2B part, we are looking for a:
**Functie**:
The primary focus of this role is to deliver superior customer service and communication to Sodexo customers and partners. The supervisor will be expected to strengthen excellent service to customers while also achieving metric goals for their team regarding quality assurance, customer experience and other contact center metrics.

The supervisor will provide leadership ensuring the CSD (Customer Service Department) team has an optimal service platform for operations as well as achieve recognized annual service objectives.

The supervisor will work in close collaboration with the sales department and will encourage the detection of new commercial opportunities for existing clients.

**Responsabilities**:

- **People Management**
- Answer staff questions, provide guidance and feedback to team members (expert on content)
- Coach team members on quantitative and qualitative KPI’s
- Hire and onboard new call center employees
- Coach the team members to develop their skills (in collaboration with the Training and Quality Manager)
- Anticipate escalation and take over calls when needed
- Ensure a friendly and motivating work environment
- Assign tasks to the employees and assess their performance
- Set targets and goals for the week, month and year
- Evaluate the team members and fix the yearly objectives
- Provide constructive feedback to improve
- Motivate the staff and maintain optimum performance.
- **Monitor and improve**:

- Measure performance with KPIs such as SLA, NPS, Abandon rate etc.
- Ensure Traffic management intra day
- Ensure adherence to the company's policies and procedures
- Escalate and follow-up actively incident impacting the CSD
- Keep management informed about recurring issues or problems
- Prepare monthly, quarterly and annual reports
- Based on monitoring and analysis propose and implement improvements
- Review all marketing communications to ensure impacts of CSD traffic is anticipated, monitored and managed.
- Detect sales opportunities or issues with our client and take actions in collaboration with our Sales Department

**Profiel**:

- You have a Bachelor or Master degree
- You have a proven experience (5 years) as a teamleader in a Customer Services department
- You have strong communication and people skills
- You have energy and enthusiasm to motivate and engage others
- You are personally credible with strong interpersonal skills
- You have strong influence and negotiation skills
- You are driven and result-oriented
- You are proficient with MS Office and relevant programs (Genesys, Salesforce,)

**Taal**:
You are able to deliver very good service in French and Dutch. The knowledge of English is a plus.

**Aanbod**:

- We offer you a training course with real opportunities for development both within the team and within the company
- When you start your job, you will receive adequate training which will allow you to have a good command of Sodexo products and related procedures
- A competitive salary with numerous extra-legal benefits
- A pleasant work environment in a dynamic team
- A workplace located in Brussels (Ixelles), near Etterbeek station and the Delta metro station

Quality of life at work:

- A work-life balance with possibility for home office
- A concierge service that offers various services: dry cleaning, ironing, shoe repair, purchase of gifts, etc.
- A wide choice of sustainable meals in our company restaurant
- A variety of sports (badminton, mini football, basketball, meditation and yoga)