CDD - Superviseur centre d'appels H/F
Core
Supervising a first-level IT and business support call center team for retail stores and consumers, ensuring service quality and incident resolution.
Role type
Team Lead / Supervisor, First-Level Support
Builds
IT and business support services for retail points of sale and consumers
Domain
Retail / IT Support / Customer Service
Deliverable
client delivery
Required skills
Team management, Customer relationship management, Analytical and synthesis skills, Active listening, Communication
Preferred skills
Operational monitoring, Process optimization, Conflict management, Recruitment contribution
Responsibilities
Monitor and analyze team productivity and service quality, Manage key performance indicators (incidents, SLAs), Coordinate human and technical resources, Escalate unresolved incidents, Communicate with internal clients and partners, Coach and evaluate team members
Seniority
Mid-level, hands-on management