Responsible for the daily supervision of a team. This position ensures that service metrics targets are achieved through coaching, motivation and accountability.
Daily supervision within the centre, including monitoring of work and attendance, in accordance with organisational policy and applicable legal requirements. Identification of performance related problems, development of action plans for improvement, implementation of corrective actions, up to and including termination of employment. Meeting contractual service objectives, as well as ensuring expected financial performance. Effectively coaching your team on a regular basis to ensure that service metrics are achieved. Communicating performance targets and expectations to your agents and providing appropriate updates. Providing expert advice on customer escalations, where required.
Holding team meetings to ensure prompt communication of relevant information and serving as an open forum for feedback. Scheduling and organising team activities. Update on policies, processes and maintenance. Attending staff development training. Promotion of the organisation’s values through behaviour and attitude, setting an example to the team.
CFGS in Automotive. Mechanical Engineering.
Experience of at least 5 years in similar positions, if possible related to the automotive sector and customer service. Experience in people management.
Automotive. Fleet management. Office automation.
Remarketing and guarantees. Vehicle appraisal.
English Level C1 (Mandatory). German Level C1 (Valuable). French Level C1 (Valuable).