Customer Relations Center Supervisor (M/F) - Casablanca

Company :

A century of commitment to mobility in Morocco

Since 1907, Auto Hall has been a key player in car distribution in Morocco. Guided by values of innovation, trust, and proximity, our Group places customer satisfaction and quality of service at the heart of its development strategy, while resolutely committing to more sustainable mobility.

Our Mission:

Our mission is to offer every Moroccan driver reliable, innovative, and accessible mobility solutions, while actively contributing to the economic, social, and sustainable development of the Kingdom.

Our brands:

Opel, Ford, DFSK, Nissan, Mitsubishi, Fiat, Fuso, Chery, Foton, Seres, Jeep, Gaz, Alfa Romeo, Maserati, Ford Trucks, Industrial & Agricultural

Our Values:

• Excellence: We strive for high standards in everything we do, through quality service and recognized expertise for over a century.
• Innovation: We continuously explore new automotive technologies and solutions to anticipate tomorrow's needs.
• Societal Commitment: We support responsible initiatives through our CSR policy and concrete actions by the Auto Hall Foundation.
• Customer Satisfaction: We place the customer experience at the core of our strategy, with constant attention to listening, proximity, and continuous improvement.

Our commitment to a sustainable future:

At Auto Hall, we are convinced that tomorrow's mobility must be responsible and sustainable. As a major player in the automotive sector in Morocco, we are actively committed to reducing our ecological footprint and supporting our community through concrete initiatives.

Our Labels and Certifications:

To meet the highest standards of quality and responsibility, Auto Hall integrates quality management and CSR into its governance. These commitments have been recognized by several national and international awards.

Job :

• Daily management and leadership of the team         
• Monitoring of performance indicators (KPIs)        
• Individual coaching and on-site support        
• Quality control of interactions        
• Implementation of corrective actions        
• Management of schedules and absences        
• Handling of customer escalations        
• Monitoring of individual and collective objectives        
• Daily reporting to the Team Leader
• Participation in the skill development of employees            
• Employee evaluation    

Required profile :

Hard Skills (Professional, Technical & Methodological)

1/Professional: Team Management/Planning and Organization/Quality Management/Proficiency in Customer Relationship Management Tools

2/Technical: Proficiency in various Call Center KPIs/Reporting/Communication /Proficiency in Advanced Call Center Tools

3/Methodological: Priority Management/Quality Management/Data Analysis/Problem Solving (analyze Root Cause to propose continuous improvement solutions to the Manager)

Soft Skills (Behavioral, Managerial and Linguistic)

1/Behavioral: Communication/Adaptability/Teamwork/Autonomy/Sense of Responsibility/Stress Management

2/Managerial: Leadership/Team Motivation/Coaching

3/Linguistic: Open-mindedness/Communication/Listening and Comprehension Skills

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Tenacity Need for action Team work Involvement at work Organization