Team manager and open for other positions

Daily supervision of a multicultural team according to internal policies
(from 20 to 90 agents).
Ensuring the accomplishment of the Key Performance Indictors.
Quality monitoring and continuous performance review to identify trends.
Promoting good relationship with the client through daily and weekly meetings.
Management of escalations directly with the client, identifying root-cause and replying
promptly with a solution.
Identifying and preparing talents for vertical growth.
Floor-walking to provide process/technical expertise to agents.
Assisting with the implementation of new tools or processes.
Organization and continuous optimization of knowledge database.
Detection and troubleshooting of technical issues experienced by agents.
Ramp down management.

Dutch, English, Mathematics, accounting, Business Economics, Economy, Sociology, Office practice, Office practice simulation, computer science

Dutch, English, Mathematics, accounting, Economy, Sociology, Office practice, Office practice simulation