English speaking Team Manager

Main Tasks and Responsibilities:

* Build and maintain strong relationships with the client, serving as their primary point of contact.
* Oversee agent performance to ensure the achievement of Key Performance Indicators (KPIs), including Average Days to Solve, Quality, Returns, Unacceptable Breaches, and Productivity.
* Implement effective performance management strategies for all agents.
* Provide coaching, development, and mentoring to customer service agents, fostering an environment that promotes excellence through encouragement and empowerment.
* Regularly assess team skills and competencies, identifying improvement areas in collaboration with the learning department to support ongoing development.
* Actively drive efforts to meet and exceed key performance indicators.
* Prepare and deliver reports and statistical analyses as per client agreements.

Profile Required:

* Proven experience in a costumer service success, account management, or sales role.
* Excellent command of both languages English and french (C1).
* Strong problem-solving abilities and attention to detail.
* Ability to work in a fast-paced environment and manage multiple accounts.

Education And Experience

* Bachelor’s degree
* Previous relevant experience as Team Manager

Go further with Foundever™

What's in it for you? We give our people the tools to learn and grow

* Permanent contract
* Private healthcare
* Continuous learning/development opportunities
* Competitive career opportunities
* International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
* EverBetter wellness program (Fitness room in our premises & Personal Trainer)