Contact Center Team Lead

  • Équipe

    Support & Opérations

  • Type de contrat

    Permanent

  • Niveau

    Senior (+7y)

16 mai 2024
Postuler

Do you want to join the exciting and innovating world of online banking?

Keytrade Bank is part of the Crédit Mutuel Arkéa Group, a renowned and reliable French bank headquartered in Brest. As a pioneer in online banking on the Belgian market, Keytrade Bank has grown into a mature and complete online bank with a high focus on the young and dynamic culture. We are offering a strong range of daily banking services as well as numerous investment and trading opportunities. Keytrade Bank has experienced significant growth in recent years; our number of clients has doubled in 5 years and each year we recruit +15% staff. We are in no way comparable to a traditional bank. The approach and atmosphere are those of a solid and rapid scale-up.


About Keytrade Bank

As a digital native and fintech ‘avant la lettre’, Keytrade Bank has been offering a fully online banking and trading experience to its clients for 25 years.  While continuously expanding its broad range of banking, investment and trading products Keytrade Bank has grown into the established challenger of the more expensive bigger traditional banks in Belgium. We take pride in delivering easy-to-understand quality solutions at a competitive pricing.

Becoming part of our inner Keytrade Bank circle means that you will be joining a diverse group of dynamic professionals who understand their roles and responsibility in society and how they can contribute to a better future. Keytrade Bank is a separate branch of the French Arkéa Direct Bank.


Responsible

Belonging to a non-listed, cooperative mutualistic group with ambitious environmental and social commitments, Keytrade Bank understands its role and responsibility in society and how it can contribute to a better tomorrow. Our goal is to pave the way for our clients to take their own well-informed, sustainable and socially responsible decisions.


Today we are looking for a Team Manager for our Contact Centre to join us, are you ready for a new challenge? 


Role

As a contact centre team manager, you will manage and guide the contact centre agents to achieve excellent standards of customer service and satisfaction. Lead, coach, train and motivate the team of contact centre agents to deliver departmental KPI's, targets and objectives. You are passionate about customer satisfaction. You will review employee performance and report to the head of contact centre.


Responsibilities

  • Lead and inspire a team of contact center agents to deliver excellent levels of individual/team performance and customer satisfaction.
  • Work closely with the team, training, guiding, motivating and coaching them.
  • Hosting 1-2-1’s and team meetings.
  • Manage day-to-day line activities and prioritize towards achieving SLA’s.
  • Ensure that training and development plans are set and maintained for all agents.
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary.
  • Support the head of contact center to highlight operational risks and areas for improvement.
  • Report to head of contact center.


Profile

  • You have a higher education degree at bachelor's level or equivalent by experience.
  • You have a minimum of 5 years’ experience in a contact center and an experience as a team leader is a plus.
  • A general knowledge of the financial market is a plus.
  • You know how to set measurable goals.
  • You are result-oriented and proactive.
  • You feel able to unite, coach, motivate, reassure and support your team.
  • You are energetic and a motivated.
  • You can think creatively and out of the box.


Skills

  • Excellent leadership and communication skills.
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Stress resistant, flexible and ability to deal with demanding customers and escalations.
  • You have excellent communication skills (Dutch/French).
  • You are flexible. 


Offer

  • Hybrid way of working: We are in a hybrid way of working that implements 50% tele working and 50% working from home.  
  • Agile way of working.
  • Green surroundings. 
  • An inclusive workplace with nice colleagues.
  • A competitive salary package with advantages such as:
  • Meal vouchers: €8/ working day.
  • Teleworking allowance.
  • Transport allowance.
  • Group insurance.
  • Hospitalisation insurance.
  • and more to discuss.