Candidate Profile Qualifications / Experience RequiredBachelor's degree in Business Administration, Communications or a related field.Minimum of 2 years of experience in a call center environment, with at least 1 year in a supervisory role.Strong leadership and team management skills.Excellent communication and interpersonal skills.Ability to handle stressful situations and resolve conflicts.Proficiency in call center software and Microsoft Office Suite.Fluency in English / French desirable. AccountabilitiesThe job holder is accountable in particular for:
Number of calls/incidences received.Time to solve the incidences.Efficiency of Corrective/Preventive actions implemented. ActivitiesSupervise and coordinate the activities of call center staff to ensure efficient and effective customer service.Handle escalated customer issues and resolve them in a timely and satisfactory manner.Monitor call center performance metrics and implement strategies to improve performance.Train Call Center supplier (KONECTA) and update scripts.Develop and update call center policies and procedures.Coordinate with other departments to ensure that customer issues are resolved promptly.Prepare and present reports on call center performance to management.Manage the claims process.Establish corrective and preventive action plans for resolution of incidents.Participate in the Claims meeting with TECS and rest of E6 affiliates.Back-up: activities Exploitation Technician.Any task requested by the management related to his/her area of activities. Context & EnvironmentThe Spanish LV market is the 5th largest in Europe. The EV market is lagging a few years behind the E5 countries but the transition from ICE to EV vehicles has started.The transport (including light commercial vehicle) sector, a key sector impacted by the energy transition, is moving towards a sustainable energy mix and sustainable energies.Electromobility will thus represent a significant part of the energy mix in this sector.TotalEnergies is making development efforts in EV infrastructure and MSP to maintain a significant market share and a profitable business in the mid-term.The TotalEnergies EV charge business can rely on the presence of GRP/IP (electricity supplier).Job DimensionsTakeover of the Call Center Process.Average 800 incidences/month / 2000 calls/month.Ensure customer journey (Calls).200+ HPC sites with 500+ CPs (with a potential extension up to 1,150 CPs) across the 17 regions of Spain along highways, main roads and in urban and suburban areas.Direct relation with TECS and Call Center Supplier. ApplyFacebookEmailXLinkedIn
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