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FR Consumer Engagement Services Supervisor (M/F)

2022-11-11 Oeiras, Lisboa Call Center, Apoio Ao Cliente Ref: 241-000729-1

Adecco Human Resources is currently searching and hiring, through it's Shared Service Center Recruitment team, French / Swiss German and English Speaking candidates for a role of Consumer Engagement Services Supervisor - French / Swiss German Market.


A Day in the life of...

• Management of the team, monitoring the daily workload and making adjustments when necessary to ensure the adequate coverage of the different tasks and compliance with the procedures
• Ensures alignment of service delivery with all the guidelines set up for each Social Media Services line (eg. Digital News and Alerts and social media Quick Response) from each Brand
• Responsible of guiding and training the workforce, keeping them focus on the objectives, aligning the employees with the company’s Operational Master Plan (OMP)
• Planning, monitoring and reviewing the job contributions
• Monitor and measure performance and quality through all Social Media service lines, operations, processes and systems, ensuring results establish in SLAs and KPIs (eg. Productivity)
• Ensure the completion of onboarding processes and documentation of each business or market
• Proactively collaborate with internal key stakeholders and brands to discuss KPI results, create plan of actions and discuss ideas of improvement of the service to try to better the practices and technologies used
• Drive continuous improvement projects and transition activities


What will make you successful

• Experienced in leading teams, proven history of training, coaching and mentoring
• Experience working in a major BPO or Consumer Engagement environment
• Experience managing full remote teams
• Previous knowledge on Consumer Handling
• Experience using help desk software and remote support tools
• Knowledge of CRM systems and social media/Community Management
• Experience in issues management and ability to handle stress
• Excellent communication skills
• Focus on brand reputation and good customer service
• Ability to work in Matrix organization and high level of stakeholder service orientation
• Results driven leadership style, challenging status quo mindset
• High analytical skills


We offer
• Opportunity to work in a reference company in its sector;
• Salary conditions compatible with professional experience;
• Dynamic and versatile work environment;
• Work contract with our client;
• Initial and continuous training;

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