SUPPORT MANAGER M/F (M/F)

Your role will consist of ensuring the smooth running of the telephone and digital assistance and support operations for our products, with a focus on performance, compliance with our commitments, satisfaction, and excellence towards the client.

MISSIONS

Without this list being exhaustive, your main missions will be:

Activity Steering, Improvement and Development

• Organize the activity so as to ensure a rapid and high-quality response to our clients' needs;
• Ensure the monitoring of the processing and successful resolution of technical intervention tickets;
• Ensure client satisfaction (compliance with commitments, quality, deadlines, etc.);
• Handle client dissatisfaction;
• Ensure the production of performance and service quality indicators;
• Develop and implement an effective request management policy;
• Identify sources of optimization and continuous service improvement;
• Ensure the optimization of communication flows while guaranteeing service quality;
• Lead or contribute to cross-functional projects in connection with other departments.

Management

• Daily lead a team of Teleconsultants and organize their schedule (working hours, absences, etc.), so as to guarantee continuity of service during opening hours;
• Ensure the management of our external service providers (local and/or foreign);
• Develop the skills and performance of your team through supervision and continuous training, guaranteeing a high level of service quality;
• Support your employees in case of difficulty or exceptional situations.

PROFILE

We are looking for a dynamic, results-oriented person with successful experience in one or more similar functions. You also have experience in team management and demonstrate good interpersonal intelligence.

You also have a minimum of 3 years of experience in team management and demonstrate good interpersonal intelligence.

Due to the international context, proficiency in the English language is expected, including for essential IT tools, notably Microsoft office.

To succeed in the proposed position, you must demonstrate interpersonal, coordination, and structuring qualities. You must also be proactive and involved, with the ability to work both autonomously and with versatility.

Estimated hiring date: as soon as possible

Salary according to profile starting from 2800€ gross including health insurance and contingency, as well as meal vouchers and coverage of transport costs (up to 50%)