Front Office Team Leader

Front Office Team Leader

Intrasoft International

Brussels, Belgium

Role purpose

The Front Office Team Leader represents the operational layer that coordinates the activity of several Service Desk Agents working in different places (Brussels and Strasbourg) and delivering the services to our client.

He/she is responsible for managing overall performance of the staff, to ensure that service levels are achieved in line with the client expectations. He/she will report to the Contract and Operational Managers of the project.

The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.

Your responsibilities

  • Responsible and accountable for individuals and Front Office teams’ results
  • Support the Operational Manager in adequate staffing and appropriate skill levels by managing shifts, staffing schedules
  • Supports the Contract and Operational Managers in all project-related sizing and planning activities
  • Manages and controls personal presence including holidays, shift and unforeseen absence for individual
  • Provides mentoring to Service Desk Agents
  • Provides recommendations to improve staff and team operational, technical and customer satisfaction by e.g. proposing trainings
  • Reports any existing or foreseen issues that could cause a significant negative impact on services

Job Requirements

Your profile

  • A past successful experience as Senior Service Desk Agent is mandatory
  • Sound experience of the Service Desk activities in a Telecom environment
  • At least 5 years of proven professional experience as Front Office Team Leader
  • Strong Teamwork and Leadership skills
  • Experience working in a multicultural environment
  • ITIL foundation certification is required
  • French language (mother tongue preferably), very good command of English (at least B2 level)
  • Flexible and stress resilient
  • Ability to operate effectively in a high-pressure situation
  • Ability to handle multiple competing priorities

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© EuroJobsites 2020

EuroJobsites is a registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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