Customer Care Supervisor
hace 2 semanas
CUSTOMER CARE SUPERVISOR (Quality & Training) As the Quality & Training Supervisor, you will be responsible for ensuring that customer interactions meet the highest quality standards across multiple brands and customer journeys. You will act as the key liaison between the central Quality team, Country Customer Engagement Manager, quality analyst & trainer in your country, and outsourced partners, driving performance, consistency, and continuous improvement **Key Responsibilities**: **Quality Management & Customer Experience**: **- **Oversee the performance of Quality across different brands & journeys, providing guidance and support**: - **Identify pain points and root cause, either related to company process or behavioral attitudes, elevate then and suggest changes to improve customer perception**: - **Track Quality and coaching actions implemented by partners, ensuring adherence and effectiveness**: - **Lead regular calibration sessions with internal teams and external partners to ensure scoring consistency4º**: **Training & Development**: - Work closely with the Europcar Mobility Group's Knowledge and Quality team, the team that coordinates and defines global initiatives, to ensure the effectiveness and impact of training, aligned with global guidelines. - Deliver training sessions to internal & external teams if needed **Performance Management & Reporting**: - Ensure compliance with Quality processes across all partners and brands within the country. **Stakeholder & Partner Management**: - Act as the main point of contact for all Quality & Training-related topics in the country - Conduct regular debriefs with partners, the country and the Group to ensure continuous Quality improvement **Skills & Experience**: **Must-Have**: - Proven experience in a Quality or Training role within a customer service environment - Strong understanding of Quality frameworks, coaching methodologies, and training best practices - Experience working with outsourcing partners and managing external relationships - Excellent analytical skills with the ability to interpret data and drive action - Strong communication and presentation skills, capable of influencing stakeholders - Travelling mobility - Fluent English **Nice-to-Have**: - Experience in multinational or multi-brand environments - Fluent France **Europcar Mobility Group** Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. _“We help to change the way you move” _is what we stand for and brings us together. We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles. Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning. Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.
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