Description

For one of our clients, based in Geneva, we are offering a position as:Team Leader - Contact Center FR/GERActivity rate 100%MISSION DESCRIPTIONYour challenges- Ensure the management and development of a team of approximately 10 customer advisors, by creating a motivating work environment oriented towards progress.- Guarantee exemplary service quality and a member experience consistent with high standards, by embodying an authentic service culture.- Manage daily activity: monitoring flows, resources, and active presence in the field to support the team.- Analyze Contact Center key indicators (quality, efficiency, resolution) and transform this data into concrete actions for continuous improvement.- Encourage responsible commercial performance, based on advice and relevance: proposing the right product at the right time, while respecting the real needs of the member.- Actively contribute to recruitment, integration, and support of employees while ensuring fluid and structured internal communication.What you bring- Commercial training or equivalent, supplemented by confirmed experience in customer service and team management, ideally within a Contact Center.- A keen sense of human relations, an ability to unite, and a sincere desire to support your employees in their professional development.- Balanced leadership: you know how to set a clear course, mobilize your team, and maintain a high level of quality.- Solid organization, a strong sense of responsibility, and good mastery of CRM tools.- A clear understanding of KPIs related to quality and efficiency.- A proactive, structured, and solution-oriented posture, with ease in managing priorities and making decisions.- Excellent command of French or German (Swiss), as well as very good knowledge of the other language. jid1efb733aen jit0624aen jpiy26aen