Emplois actuels liés à Customer Engagement Supervisor - Angoulême, Nouvelle-Aquitaine - IRP AUTO

Embark on a rewarding career with IRP AUTO

IRP AUTO, a premier organization dedicated to the social welfare of automotive professionals, is focused on delivering exceptional support and protection to its members, ensuring that people remain at the core of its services.

We are currently seeking a Service Operations Manager to lead a call center that specializes in telephone sales of additional guarantees for our members and coordinating appointments for our sales representatives.

In this role, reporting to the Business Development & Partnerships Division, you will take charge of managing team leaders.

Your key responsibilities include:

• Monitoring and analyzing performance outcomes
• Conducting necessary evaluations and preparing relevant dashboards
• Utilizing assessment results to drive continuous enhancements
• Ensuring high-quality service delivery and project execution within the department
• Setting and tracking individual and collective objectives, both qualitative and quantitative
• Planning, coordinating, and optimizing team workflows: overseeing team leaders and sales assistants
• Monitoring productivity metrics related to call handling

Organizational Management

• Establishing the internal structure of the service based on assigned goals and pertinent developments
• Prioritizing tasks, adjusting production targets in line with qualitative and quantitative plans, and overseeing their execution
• Assessing workload and addressing any resource discrepancies
• Enhancing working conditions
• Implementing social regulations and fostering a positive work environment in the contact center

Commercial Strategy Development

• Executing commercial action plans aligned with qualitative and quantitative objectives
• Designing promotional campaigns for implementation
• Ensuring adherence to and effectiveness of call scripts across various campaigns
• Training teams on new offerings and their promotion to clients
• Establishing and tracking performance metrics: customer satisfaction and revenue
• Proposing action plans through comprehensive reports, key performance indicators, and organizational methods

Communication and Collaboration

• Facilitating information flow and ensuring understanding of organizational directives and group policies within the service
• Providing management with feedback from the service
• Participating in coordination meetings aimed at quality enhancement and service promotion

Team Leadership

• Recruiting and supervising service personnel as necessary
• Managing team leaders by setting objectives established by management
• Engaging with the team, supporting them in their roles, and identifying necessary solutions
• Assessing departmental needs with team leaders for training initiatives
• Ensuring expertise within services
• Conducting annual evaluations and fostering team skill development

Implementation of Distribution and Customer Relations Policy

• Guaranteeing quality service and customer satisfaction
• Managing operational risks within the center
• Maintaining high standards in customer interactions
• Identifying areas for improvement to enhance center profitability and operations
• Conducting operational risk assessments
• Recognizing and leveraging synergies in activities

Regulatory Compliance

• Ensuring quality processing and adherence to regulations and their updates
• Verifying that service activities comply with current regulations and standards
• Supporting teams in mastering operational processes

If you resonate with this description and find the responsibilities appealing, we encourage you to submit your application.

Next Steps

Upon receiving your CV and cover letter, we will reach out to you. If selected, an HR representative will contact you for an initial interview, followed by a meeting with your prospective manager.

Additional Information

• Contract Type: Permanent
• Salary Range: Competitive
• Experience Required: Relevant experience in a similar role
• Working Hours: Full-time
• Function: Business Management & Profit Center, Commercial for professionals
• Industry: Public Service
• Remote Work: Occasional opportunities available

Join the IRP AUTO group and enjoy a dynamic work environment, opportunities for skill development, and strong values centered around solidarity, professionalism, and commitment to customer service. Numerous career paths await you.

Employee Benefits

Attractive annual salary, flexible working hours, meal vouchers, public transport reimbursement, employee savings plan, health and welfare benefits, and various collective agreements to promote a healthy work-life balance.