DuPont International Contact Center Team Leader in Antwerp, Belgium

International Contact Center Team Leader (Job Number: CUS00002135)

Description

Our global team is looking for new colleagues to help shape the future! You will join the DuPont Contact Center that specializes in handling first customer contacts, business inquiries & leads management on a global scale.

Description:

You are responsible for the DuPont Contact Center services delivered from Europe and Asia Pacific, and will provide day to day leadership to a team of Cross Business Representatives. This will include coaching on capabilities, behaviors, and results; training on systems and work processes; executing the business service vision and strategy; efficiently managing contact center operations; prioritizing of activities; and building effective relationships. To help you succeed you are a part of our global Contact Center leadership team.

Your main tasks include:

  • Provide leadership for the successful implementation of key initiatives and activities which impact the customer experience and business strategies

  • Provide day-to-day coaching to team members as needed

  • Manage workload balancing of all incoming contacts

  • Ensure work process execution is standardized across the global team

  • Monitor metrics to ensure targets are met

  • Drive continuous improvement to streamline work processes and improve productivity

  • Facilitate employee engagement to provide growth opportunities for team members and improved delivery of services

  • Drive team results through alignment with business strategies and focal points to meet/exceed business expectations

  • Manage escalated issues by using advanced problem solving skills and working with other business .functions to ensure customer requirements and commitments are met

  • Ability to achieve team objectives within time and budget

  • Foster a diverse and inclusive environment

Qualifications

Your profile:

  • Completion of Bachelor's degree or equivalent experience

  • You are looking for a challenging job within a global organization

  • Three years of leadership experience , with previous customer facing experience preferred

  • Must possess superior interpersonal skills

  • Customer satisfaction is your main concern

  • You are fluent in English and at least one of the following languages: French, German, Spanish, Italian, Chinese, or Japanese . Knowledge of other languages is a plus

  • You are a quick learner, with IT applications and work processes

  • You are an accurate worker and are stress-resistant

Our offer:

  • Above average pay and benefits, you will be employed within the chemistry sector and will receive a permanent contract

  • A stimulating and international work environment in our offices in Mechelen, close to the E19 and train station or in the offices in Shanghai

  • Engaging contacts with our enthusiastic colleagues and customers from all over the world

  • Good accessibility by car or by public transport

  • Possibilities to either grow and move within the organization or to specialize within the role. There are plenty of opportunities for trainings and seminars

  • Plenty of possibilities to train and improve your language skills as well as learn new languages via contact with colleagues

Primary Location: EMEA-Belgium-Antwerp-Mechelen

Organization: Safety & Construction

Schedule: Full-time

Education Level: Bachelor's Degree (±16 years)

Employee Status: Regular

Job Type: Experienced

DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information. For US Applicants: See the “Equal Employment Opportunity is the Law” poster.