Are you a strong communicator, passionate about people and experienced within managing customer relation environment? Would you like to work with an international team, based in the beautiful Casablanca? Are you focused on customer experience and delivering qualitative services? This is your chance, because our customer is looking for go-getters to guide and develop a team for a growing activity.

Responsibilities

Reporting to the Director of Operations, your missions will be:

• Ensure the achievement of operational KPIs for your activities
• Implement cross-functional actions to address issues common to all businesses
• Occasionally intervene on projects in difficulty
• Manage the predefined indicators under your responsibility
• Contribute to the construction of the global capacity for the end clients
• Ensure the proper dissemination and implementation of best practices
• Lead the business lines through internal steering bodies and monitoring committees.
• Manage the compliance of activities with production, security and data confidentiality processes
• Monitoring and steering the management of flows
• Coach and manage a team of supervisors
• Build and maintain a long term relationship of trust and partnership with clients
• Act as the operational interface with the client (WBR, MBR, MANGEMENT MEETING) by consolidating data and action plans
• Maintain a close relationship with the client(s) by being responsive to their requests and demonstrating commitment and transparency
• Be a force of proposal with the customer for the improvement of its products and its processes.

Profile

• Good communicator
• Strong analytical skills
• Concern for quality and accuracy
• Result-oriented approach
• The ability to consolidate input from both the team and the partner
• Pro-active attitude
• A people-first approach with the ability to guide and coach agents

Our ideal candidate is

• Native Dutch or Flemish
• Good level of English, French it's a plus
• You have a degree in management, you have experience in the field of operations management in Customer Relations and experience in an inbound or outbound call activity
• Rigorous and organized.
• You are recognized for your ability to manage, analyze, act and convince your contacts.
• You have a constant focus on results, are action-oriented and know how to demonstrate great creativity/proactivity.
• A strong taste for team development.
• You know how to manage and maintain your focus and operational efficiency during times of challenge and pressure.
• Charismatic and inspiring, you are a born leader with the ability to motivate and galvanize people
• At least 2 years’ experience in an operational customer service environment
• The ability to manage teams in a fast-changing environment
• Relevant experience in a Team Leader role (preferably in a call center environment) is a must

Our offer

• Competitive fixed salary
• Tax-free benefits
• Several company events per year
• Free fruit at the office
• A unique, fun, friendly and people-focused work environment
• Open atmosphere in which employee suggestions and ideas are heard

Location

Casablanca, Morocco