Package Description
Package Description
Full details on application
Job Introduction
Serco improves services by managing people, processes, technology and assets more effectively. Acting on a consultative basis, Serco designs innovative solutions, integrates systems and, most of all, delivers to the public.
To reinforce our Europe Direct Contact Centre team we are currently looking for a Contact Centre Supervisor.
Main Responsibilities
RESPONSIBILITIES
The Supervisors have a dual role within the service - primarily supervision of the staff within their group, and secondly the delivery of coaching and on-the-job training.
• Team supervision
• Individual coaching support
• Staff development plans
• On-the-job training
• Liaison with CEC Groups (such as EAC, EPSO, EUROPA, EU Publications) for acquisition and management of knowledge and support
• Escalation of 2nd Level issues
• Identification of skills gaps and shortfall
Successful Candidate
KEY SKILLS
University Diploma, Master (5 year degree) in EU studies or related field (Humanities & Social Sciences)
Proven Supervisory experience in a Contact Centre / Call Centre or Customer Service Environment would be an advantage.
Good knowledge of EU institutions, activities and programmes
Strong language skills : English and at least one additional official EU language (C2 level) is essential
About the Company
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.
Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.
Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.
