Fonction 1: Call Centers (métiers de)
Fonction 2: -
Niveau d'expérience requis : De 1 à 3 ans
Secteur d'activité : Centre d'appel
Région : Casablanca et région | Maroc
Publication : du 19/08/2019 au 19/10/2019
Type de contrat : CDI
Poste avec Management : Oui
Postes proposés : 1

Operations Leader GAFA (Casablanca)

Entreprise :

Débutez votre carrière dès le premier jour chez nous !

Phone Group grandit, et devient Majorel

Nous sommes Majorel, nouvel acteur mondial né de la concrétisation d’une fusion des activités CRM des deux géants SAHAM et Bertelsmann. Nous concevons et mettons en œuvre des expériences client personnalisées pour les plus grandes marques au monde. Présents dans 28 pays à travers 4 continents regroupés dans 6 régions différentes, nos 48000 collaborateurs maîtrisent 36 langues au service de plus de 500 clients.

Nos 7600 collaborateurs au Maroc et en Afrique de l’Ouest font désormais partie de la région France, Afrique, Pays-bas.

 

Majorel combine talentdonnées et technologie pour produire impact réel pour ses partenaires. En réalisant un chiffre d’affaire annuel de 1.2 milliard d’euros, nous bénéficions d’une position de leader sur les marchés africain, européen et du Moyen-Orient ainsi que d’une forte présence en Asie et en Amérique

Découvrez plus sur www.majorel.com

Poste :

Ops lead is responsible for the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and exceed all SLA’s whilst making adjustments and recommendations as required. Ensuring operational metrics (daily, weekly, monthly, and quarterly) are clearly communicated, understood and achieved.

Prepare and present ongoing KPI performance and action plans to the client in weekly/monthly performance reviews. Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.

Duties and Responsibilities

  • Coach and mentor Team Leaders to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plans for improvement.
  • Promote Innovation programs and support implementation ideas in order to drive efficiency and improve key SLA/KPI metrics
  • Manage performance of direct reports against agreed goals for both results and behaviors, and review performance regularly.
  • Promote and sustain a supportive learning environment.
  • Ensure employees are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value are delivered to plan.
  • Responsible for understanding and working with the client's statement of work.
  • Act as an escalation point for employee relations, and customer issues, where the Team Leader assesses the need for additional support. Manage conflict and problem resolution for both types of situations.
  • Prepare and present ongoing KPI performance and action plans to the client in weekly/monthly performance reviews.
  • Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
  • Focus on driving and promoting innovations to improve overall efficiency and quality of work performed





 

Profil recherché :

  • Must have a minimum of 12 months Team Leader experience
  • Excellent communication skills
  • Excellent level in spoken and written English
  • Initiative
  • Solution Orientation
  • Collaboration
  • Organizational Commitment
  • Providing Direction
  • Developing People
  • Impact and Influence
  • Reporting abilities in a number of formats i.e. Excel and PowerPoint, Google Docs/Sheets/Slides

 

Type de contrat :

CDI