Customer Service Supervisor (M/F) - French - English - Marrakech. Concentrix Corporation

Who are we? 

Concentrix is ​​an international company present in more than 70 countries. We excel in improving customer experience and optimizing business processes, helping companies transform and achieve excellence in an inclusive, collaborative, and innovative environment.

Mission:

Reporting to the project manager, your responsibilities will include:

• Ensure the achievement of qualitative and quantitative objectives
• Ensuring compliance with the client's and Concentrix's quality processes and standards
• Provide regular activity reports to the client and top management
• Managing and leading a team of customer advisors: coaching, holding regular individual meetings and team meetings, implementing support plans for low performers...
• Analyze individual and collective performance indicators to identify areas for improvement and implement corrective actions.
• Ensure the availability of the resources and means of production necessary to maintain the flows
• Managing turnover and absenteeism, and implementing the necessary action plans
• Provide administrative support for your team (leave, absences, lateness)
• Alerting to problems that could impact production
• managing production incidents

What we offer you

At Concentrix, we prioritize the development and well-being of our talent. Here are the benefits we offer to recognize your contribution:

• Opportunities for growth, in an ethical and equitable manner
• Opportunities for professional development
• An attractive compensation package including a periodic performance bonus
• Exceptional employee benefits:
  • Health insurance
  • Supplementary pension after one year of seniority in the company and subscription
  • Reduced-price catering service
  • Gym with on-site personal trainer. Access is free (this benefit is valid at locations with a gym).
  • Possibility of enrollment in the company crèche (valid at sites that have one) or crèche subsidy

Profile :

• You have 1 year of experience as a call center manager
• You have a perfect command of French and English, both written and spoken.
• You possess the analytical skills to understand and guide the achievement of objectives
• You have a sense of anticipation and are focused on customer satisfaction and solutions.
• You are organized and meticulous.
• You are known for your interpersonal skills.
• You have a good sense of listening