Package Description
Permanent contract.
A competitive salary/ benefits package in line with your profile and your contract.
A prestige and challenging work environment with a real opportunity to build your career.
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 team at one of our prestigious customers in Brussels, Belgium we are currently looking for a Supervisor.
Main Responsibilities
SUMMARY
Supervisors are also considered knowledge leaders. With 30% of their time allocated to enquiry response (although they also provide additional capacity to deal with an uplift or unexpected peak in enquiry volumes), the remaining 70% is allocated to the tasks of day to day staff supervision, coaching and knowledge management support.
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 EIT and Horizon 2020) for acquisition and management of knowledge and support
• Escalation of 2nd Level issues
• Identification of skills gaps and shortfalls
Successful Candidate
KEY SKILLS
University Diploma, Master (equiv 5 year degree)
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
Native English, French or German (with Fluent English language) and at least one additional EU language essential.
The working language is English, proficiency is required to a good working level.
(A total of 24 EU languages are covered within the team - See below.).
LANGUAGES TO BE COVERED throughout the entire TEAM:
English Dutch Romanian Finnish Latvian Spanish
French Portuguese Bulgarian Slovak Estonian Swedish
German Greek Czech Slovene Maltese Croatian
Italian Polish Hungarian Danish Irish Lithuanian
About the Company
Serco employs more than 130,000 employees delivering mission-critical services to government and private clients world-wide. Serco is an international service company which combines commercial know-how with a deep public service ethos.
