Who we're looking for:

We are looking for a Supervisor to join the Care Center team for a global brand!

What you'll be doing:

• Ensure that incoming user requests are responded to within the team and maintain high user expectations.
• Randomly listen to and evaluate care center conversations,
• Provide action suggestions for identified issues and ensure their development,
• Provide necessary coaching and guidance for the team to reach their service quality goals, monitor their personal development, and take actions for improvement,
• Conduct efficiency, quality, and performance analysis of business processes and report them,
• Prepare monthly/weekly reporting and presentations for the brand by category.

What you'll need:

• Graduate from universities with a bachelor's degree or higher,
• Proficient in Care Center dynamics and with at least 2 years of experience in team management,
• Experienced in CRM usage (preferably Salesforce),
• Able to develop the team with coaching skills,
• Competent in consumer and result-oriented work,
• Advanced verbal and written communication skills,
• Successful in teamwork,
• Developed reporting skills (able to use Office programs professionally),
• Fluent in English (both spoken and written).

#LI-EMEA