Keolis Group

Controller

• Manage Holding company costs.
• Analyze structural costs by department.
• Take ownership of fee and recharging topics.
• Co-develop budgets with department heads.
• Prepare monthly closings, analyze accounts, and validate figures.
• Periodically analyze and monitor key performance indicators (KPIs) and the P&L (margin and income statement).
• Prepare the budget, reforecasts, and landing forecasts.
• Analyze variances between actual and forecast results.
• Carry out ad hoc assignments within an operational scope, including preparing annual financial reports, conducting performance reviews, and monitoring contracts.
• Work cross-functionally with the Tender Response Department, Human Resources, Finance, and Marketing teams.

Management Controller, Junior

Supply Chain

• Manage the logistics of goods transported between the mainland and the islands
• Ensure compliance with regulations specific to maritime transport, as well as social and health regulations
• Plan and organize the loading and unloading of goods aboard vessels
• Manage the warehouse, receiving and monitoring incoming and outgoing goods flows
• Optimize flows, storage, transport, and handling operations
• Ensure goods are stored properly
• Report performance indicators and propose corrective actions
• Identify opportunities for improvement within the area of responsibility
• Serve as the primary point of contact for retailers and tradespeople operating on the islands
• Develop the procedures required for the department’s operations
• Support the implementation of a modernized supply chain, including digital traceability and loading plans
• Implement fresh and frozen food deliveries to Ouessant, as well as home delivery of small parcels
• Supervise and manage a multi-site team of 20 to 25 employees

Logistics Manager

Customer Support

• Lead and support a team of 20 to 40 customer service advisors
• Drive daily productivity and quality targets
• Analyze production data and performance indicators, identify gaps, and implement corrective actions
• Participate in the recruitment and onboarding of call center advisors
• Assess advisors’ performance and ensure their ongoing training and skills development
• Prepare and facilitate team meetings and management routines
• Handle selected calls, particularly in conflict situations
• Ensure compliance with certifications, standards, labels, procedures, and quality processes
• Create, optimize, and distribute production schedules
• Assign advisors daily based on call volumes
• Manage leave, absences, and lateness
• Collaborate with external service providers
• Provide reporting to management and client operations departments
• Contribute to the testing and deployment of AI tools for customer service and share field feedback

Customer Service Team Leader

• Provide daily support to customers using a dedicated service for booking assistance services for people with reduced mobility (PRM) and people with disabilities (PWD)
• Promote the image of commissioning clients and build customer loyalty through high-quality, relevant responses
• Handle incoming calls and make outgoing calls
• Identify the purpose of each call and respond to requests in accordance with established procedures
• Redirect calls to the appropriate departments when necessary
• Monitor and follow up on customer interactions
• Enter call information and follow-up details into the designated tools
• Manage and process customer cases through back-office operations
• Follow instructions, comply with internal processes, and apply guidelines related to certifications and labels
• Participate in training on products, services, promotional campaigns, tools, and procedures
• Follow approved customer messaging and quality standards
• Understand and apply the principles of the quality management system
• Report malfunctions and contribute to the continuous improvement of customer service
• Use artificial intelligence tools to prepare and personalize customer responses
• Proofread, verify, and adjust AI-generated responses

Customer Relations Representative

• Promote the brand image of client organizations and build loyalty among customers with reduced mobility (PRM) and customers with disabilities (PSH) through high-quality responses
• Handle front-office and back-office activities across all channels: telephone, video, email, postal mail, chat, and social media
• Independently manage complex situations, assess assistance needs, and book appropriate services
• Spend approximately 50–60% of working time on production activities
• Provide daily support to customer service advisors and share procedures and operational best practices
• Monitor production KPIs in real time, identify variances, and alert management
• Make and receive calls, handle customer requests by video, and respond to complex inquiries
• Sell suitable solutions and identify opportunities for additional sales
• Monitor customer interactions and route requests to the appropriate departments
• Manage customer cases in the back office and prepare reports, letters, emails, and tracking materials
• Provide regular reporting and comply with requirements related to certifications and labels
• Train and support new employees and deliver short customer service training sessions
• Contribute to the continuous improvement of customer service and process optimization
• Act as deputy to the Team Leader for reporting, workflow management, scheduling, and skills development
• Contribute to the testing and rollout of AI tools for customer relations and share feedback from the field

Customer Relations Expert

• Promote the image of client companies and build customer loyalty through the quality of written chat responses
• Support chat-based travel information advisors with procedures, tools, and best practices
• Help process requests and handle both front-office and back-office activities
• Independently manage complex situations
• Monitor production KPIs and alert management in the event of difficulties
• Receive requests via chat and make outbound calls when necessary
• Identify the purpose of each chat and respond to customer requests
• Sell suitable solutions and identify additional sales opportunities
• Monitor customer interactions and optimize chat duration
• Manage customer cases in the back office and prepare reports, letters, emails, and after-sales support materials
• Provide regular reports to management
• Train and support new employees
• Contribute to the continuous improvement of customer service and process optimization
• Support the Team Leader with reporting, scheduling, workflow management, and skills development
• Participate in the testing and deployment of AI tools for customer relations

Customer Relations Expert – Chat, Back Office

• Provide daily support to customers using a service dedicated to booking assistance services for people with reduced mobility (PRM) and people with disabilities (PSH)
• Promote the image of client organizations and build customer loyalty through high-quality, relevant responses
• Manage customer interactions by phone, email, postal mail, and chat
• Handle requests received via text chat and meet contractual response-time requirements
• Make outbound callback calls when necessary
• Identify the purpose of chats and respond in accordance with established procedures
• Redirect chats to the appropriate departments and monitor interactions through to completion
• Enter chat-related information and follow-up details into dedicated tools
• Manage and process customer cases in the back office
• Follow internal processes, guidelines, customer messaging, and quality standards
• Contribute to continuous improvement by reporting malfunctions and operational issues
• Use artificial intelligence tools to prepare and personalize responses, then review, verify, and adjust the suggested responses
• Handle the administrative tasks related to the assignments

Customer Relations Advisor – Chat, Back Office

• Promote the brand image of client companies and build customer loyalty through the quality of written chat responses
• Support chat-based passenger information advisors with procedures, tools, and best practices
• Help process customer requests and independently handle complex situations
• Monitor production KPIs and alert management in the event of difficulties
• Receive and process chat requests within contractual response-time requirements
• Make outbound calls when necessary
• Identify the purpose of chats and respond to customer requests
• Sell suitable solutions and identify additional sales opportunities
• Monitor customer interactions and optimize chat duration
• Forward requests to the appropriate departments
• Manage customer cases in the back office
• Draft and follow up on reports, letters, emails, and other written materials
• Provide regular reporting to management
• Train and support new employees
• Contribute to the continuous improvement of customer service and process optimization
• Provide support to the Team Leader with reporting, scheduling, quality/process memos, and workflow management
• Collaborate with business and digital teams on AI tools
• Participate in the testing and deployment of chatbots, voice assistants, and recommendation tools
• Allocate working time between production activities (approximately 50%) and support assignments

Customer Relations Subject-Matter Expert – Chat, Back Office

• Supervise and support a team of 20 to 40 customer service advisors dedicated to assistance services for passengers with reduced mobility (PRM) and passengers with disabilities (PWD)
• Manage daily productivity and quality targets
• Analyze production data and performance indicators, identify variances, and implement corrective actions
• Participate in the recruitment and onboarding of telephone advisors
• Assess advisors’ practices and provide ongoing training and skills development
• Prepare and lead team meetings and management routines
• Handle selected calls, particularly in conflict situations
• Ensure compliance with certifications, standards, labels, procedures, and quality processes
• Monitor and ensure the quality of the team’s services
• Create, optimize, and distribute production schedules
• Assign advisors daily based on call volumes
• Collaborate with external service providers
• Manage leave, absences, and lateness
• Provide reporting to management and client operations directors
• Analyze performance and recommend areas for improvement
• Collaborate with business and digital teams on AI tools for customer relations
• Participate in the testing and deployment of chatbots, voice assistants, and recommendation tools

Customer Relations Team Leader

• Provide daily support to customers using a dedicated service for booking assistance services for passengers with reduced mobility (PRM) and passengers with disabilities (PSH)
• Handle inbound calls and make outbound calls
• Identify the purpose of each call and respond to requests in accordance with established procedures
• Redirect calls to the appropriate departments when necessary
• Monitor and follow up on customer interactions
• Enter call information and follow-up details into the relevant tools
• Manage and process customer cases in the back office
• Follow instructions, comply with internal processes, and apply guidelines relating to certifications and quality labels
• Participate in training on products, services, promotional campaigns, tools, and procedures
• Follow the approved customer communication guidelines and quality standards
• Contribute to the continuous improvement of customer service by reporting malfunctions and issues
• Use AI tools to prepare and personalize customer responses
• Proofread, verify, and adjust AI-generated responses

Customer Relations Advisor

• Promote the image of client organizations and build loyalty among customers with reduced mobility (PRM) and people with disabilities (PWD) through high-quality responses via telephone, video calls, email, postal mail, chat, and social media
• Provide front-office and back-office support, manage complex situations, assess assistance needs, and book appropriate services
• Handle approximately 50–60% of the activity while providing daily support to customer service advisors
• Master procedures and IT tools, share operational best practices, and support teams
• Monitor production KPIs in real time, identify variances, and alert management
• Answer inbound calls, make outbound calls, and process video-call requests
• Identify the purpose of calls, respond to complex requests, sell appropriate solutions, and identify additional sales opportunities
• Track customer interactions across all channels and forward requests to the appropriate department
• Manage customer cases in the back office and prepare reports, letters, emails, after-sales service materials, messages, chats, refunds, and compensation claims
• Provide regular reporting and comply with processes, certifications, and quality labels
• Train and support new employees, deliver short training sessions, and contribute to continuous improvement
• Act as deputy to the Team Leader for reporting, workflow management, scheduling, quality and process briefings, and skills development
• Collaborate with business and digital teams on needs and pain points related to AI tools
• Participate in the testing and deployment of chatbots, voice assistants, and recommendation tools, then share feedback from the field

• Provide day-to-day support to customers using a service dedicated to booking assistance services for people with reduced mobility (PRM) and people with disabilities (PWD)
• Represent the image of client organizations and build customer loyalty through high-quality responses
• Handle chat requests and meet contractual response-time requirements
• Make outbound call-backs when necessary
• Identify the purpose of each chat and respond in accordance with established procedures
• Redirect chats to the appropriate departments and monitor interactions through to completion
• Enter chat information and follow-up details into the designated tools
• Manage and process customer cases in the back office
• Follow instructions, comply with internal processes, and apply guidelines relating to certifications and quality labels
• Attend training sessions on products, services, promotional campaigns, tools, and procedures
• Follow approved customer messaging and quality standards
• Understand and apply the principles of the quality management system
• Report malfunctions and contribute to the continuous improvement of customer service
• Use artificial intelligence tools daily to support customer service activities while retaining ultimate responsibility for the message sent
• Review, verify, and adjust AI-generated response suggestions

Management Controller, Junior

Logistics Manager

Customer Service Team Leader

Customer Relations Representative

Customer Relations Expert

Customer Relations Expert – Chat, Back Office

Customer Relations Advisor – Chat, Back Office

Customer Relations Subject-Matter Expert – Chat, Back Office

Customer Relations Team Leader

Customer Relations Advisor

Customer Relations Expert

Customer Service Representative – Chat, Back Office