FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Customer Relations Team Leader
Keolis Group. 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) .
Tech Stack
Tools & technologiesFlux
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Vocational or higher education qualification (Baccalauréat to two years of post-secondary education)
- Experience supervising a customer relations team
- Proficiency in procedures and IT tools
- Active listening skills
- Strong leadership
- Attention to detail and rigor
- Training and coaching skills
- Strong customer service orientation
Benefits
Comp & perks- 35-hour rotating schedule with day or night shifts
- 5% variable bonus
- An inclusive and supportive company culture where everyone can reach their full potential
- A collaborative and dynamic environment: activities, knowledge sharing, and regular updates
- Concrete CSR commitments
- Remote work
- Works Council benefits (CSE)
- Employee savings plan
- Sustainable Mobility Package
- Reimbursement of 75% of transportation costs
- One day per year dedicated to a high-impact social mission