Senior Customer Service Team Supervisor

The Team Lead is pivotal in ensuring workflows are executed successfully and in full compliance with established standards. This role encompasses operational management, performance coaching, and process enhancement to guarantee the team consistently delivers seamless, high-quality, and efficient support. The Team Lead drives team performance against critical metrics, upholds adherence to local regulatory requirements, and leverages operational data to inform strategic improvements. Key responsibilities include leading and managing team performance through regular one-on-one sessions and performance evaluations, delivering constructive feedback and coaching to enhance service quality and operational efficiency. The Team Lead also oversees daily workflows, team capacity, and scheduling to ensure optimal coverage and responsiveness during peak periods. In cases of escalated or sensitive issues, they serve as the primary point of resolution, maintaining professionalism and aligning solutions with company policies. In operational oversight, the Team Lead monitors and analyzes key performance indicators (KPIs), identifying and eliminating process inefficiencies to optimize funnel efficiency. They ensure consistent adherence to service level agreements, particularly the commitment to same-day resolution, while maintaining high standards of responsiveness and clarity. Additionally, they curate and update the team’s knowledge base to ensure agents deliver accurate and proactive support. Compliance and quality assurance responsibilities include conducting regular quality audits, enforcing adherence to Bolt’s processes and local regulations, and collaborating with partners to refine processes and enhance agent support. The Team Lead also prepares and presents weekly performance reports, detailing critical metrics such as throughput, quality scores, and conversion rates, alongside operational challenges. They identify systemic issues contributing to inefficiencies or compliance risks and propose structured improvements to management.

Core competencies required for this role include demonstrated leadership and mentorship abilities to guide and motivate a high-performing team in a dynamic environment. Strong analytical skills are essential for evaluating operational data, pinpointing bottlenecks, and implementing solutions to elevate efficiency and service quality. The ideal candidate excels in strategic communication, conveying complex information clearly and professionally to both the team and senior leadership. Exceptional conflict resolution skills, marked by emotional intelligence and composure under pressure, are critical for addressing escalated issues effectively. Accountability is paramount, with a focus on taking ownership of team outcomes and fostering a culture of resilience and continuous improvement. Language proficiency requirements include fluency in French (mandatory) and English at a B2+ level, with additional languages viewed as advantageous. Secteur : Management and Customer Service

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