WorkNomads is seeking a Team Coach to join our contact center partner, working onsite in Sint-Truiden, Belgium. In this exciting role you will support our partner's growth by guiding, motivating and developing a dynamic group of call advisors who help customers on a daily basis with questions, solutions and service.
Dare to have a mission:
• Monitor the performance of your team on a daily basis (SLA, AHT, adherence, idle time, quality).
• Take targeted actions in the event of deviations and ensure that the objectives are achieved.
• Report daily to the Ops Manager and discuss trends and areas for improvement.
• Have monthly 1-on-1 conversations with each advisor.
• Regularly listen in on calls and give constructive feedback.
• Stimulate growth, motivation and a positive team culture.
• Watch over the customer experience: friendliness, empathy and a solution-oriented approach are central.
• Translate customer feedback into concrete improvement actions for the team.
• Encourage advisors to offer just that little bit of extra service.
• Draw up the weekly schedule and monitor adherence, attendances and leave requests.
• Organize the daily team start and huddle with the project manager.
• In the event of understaffing, you can flexibly help on the line to maintain service levels.
The tools in your backpack:
• A higher degree or equivalent experience
• At least 2 years of experience in a contact center or similar environment
• You have proven coaching and leadership skills
• You speak and write Dutch, French and English fluently.
• You are analytical, stress-resistant and have strong communication skills.
• You have a good knowledge of KPIs, Excel and operational reporting.
• You are flexible, result-oriented and a real team player.
What our client offers:
• An exciting position in a growing automotive project.
• The opportunity to make an impact within an enthusiastic team.
• An environment where development, coaching and initiative are valued.
• Market-based remuneration with fringe benefits.
Apply now so our Recruitment team can tell you more about this exciting opportunity!