Advanced in French is a must
Good English skills
Previous professional experience in managing teams is a plus.
Experience gained in customer services or good skills relevant in the field.
Interest in technology and ability to learn how to use new tools quickly.
Excellent communication skills and the ability to remain composed in any situations.
Patient, customer-focused, courteous, helpful and empathic approach.
Good social personality who everybody feels easy to contact and is trusted by colleagues.
Carries maximum commitment to the company.
Supervises and coordinates the customer support service team.
Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance.
Looks on adherence to policies.
Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.
Ensures client satisfaction on quality and service levels.
Addresses, resolves and escalates problems as appropriate.
Monitors, coaches and trains employees as required.
Identifies and addresses any staff training needs.
Plans, assigns and directs work to the team/employees.
Rewards and disciplines employees when necessary.
Conducts performance reviews on a regular base (in accordance with the account manager).
Provides reports as required by the Account Manager.