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Customer Service Team Manager
As an experienced customer support professional, you will use your team building skills to work alongside 10-20 colleagues who deal with a key market, to forge a close-knit harmonious team.
The player experience team leader / customer service team manager belgium helps agents to provide first- class customer support and advice within a contact centre environment. You will also assist the customer support operations manager in the smooth running of the department as well as manage ad-hoc projects when required.
What you will do
- Assure consistently high quality customer support to satisfy strict deadlines and KPI's
- Assess the competencies of your team members to identify strengths and define ways to reach their full potential through real-time coaching
- Conduct frequent one-to-one meetings with individual team members if/when required
- Be accountable for customer satisfaction (CSAT) score for all markets related to your team
- Act as a mentor for customer services agents and lead by example
- Maintain high levels of product knowledge so that appropriate guidance is always provided
- Support administrative tasks within the team
- Facilitate smooth communication flow between the head of customer service, customer service operations manager and all other departments
- Be the point of contact for customer support agents inside and outside your team
- Anticipate and evaluate risks in your department and handle any obstacles to achieving set targets and goals
- Support the talent acquisition partner by attending interviews and giving feedback on the best candidates
- Reach quarterly and end of year goals set by the company
- CSAT, live contacts, email response time and other key indicators set by the company
- Leadership skills
- Communication skills
- Contribution to the team managers' group
- Regular performance reviews with your line manager
- Acting in line with Kindred Group values
- Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth
- A team management role and a proven track record of target driven performance
- Sound experience in a Customer Support environment
- Fluency in written and verbal English essential, French and Dutch would be advantageous to the role
- Excellent communication skills – e-mail, chat and telephone
- A natural team player who leads by example
- Business management skills: understand strategy, business functions, manage conflicts
- Ability to work well under pressure and with minimum supervision
- Open to giving and receiving constructive feedback
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