Your Role:

  • Operational management
    • Motivating team members of an internal team of Customer Advisors and the Alliance Service Team (AST)
    • Coaching team members on needed skills, knowledge, …
    • Planning and distributing tasks to team member
    • Safeguarding the SLA’s on daily basis by checking/following-up the activities (SLA-monitoring)
    • Being the SPoC for escalations, analyzing operational escalations, looking for solutions and providing an answer
    • Performing miscellaneous duties and special projects as required
    • Escalating issues to the Head of Contact Center
    • Working out a development plan for team members
    • Following up information sharing and training needs (quality issue or absences)
    • Working out a career plan
    • Monitoring traffic of the team during the day and analyzing performance of the previous day in close collaboration with Planning coordinators and other Team-manager(s).
    • Quality monitoring of the team members together with monitoring team, giving feedback and following up actions.
    • Maintaining ‘Skill map’ of own team members (internal level of knowledge) and work out a bonus plan together with Head of Contact Center.
    • Supervising and motivating staff. Following up the adherence to schedule.
    • Creating reports, analyzing and interpreting data 
  • Quality management
    • Ensuring that customer focus is maintained and quality standards are followed
    • Measuring the quality of operations according to the guidelines within Worldline
    • Executing and following-up corrective actions
    • Working out training plans according to the training needs
    • Participating in project definitions and providing requirements for an efficient work process
    • Supporting the Quality Assurance Team (within CC) with the creation of work instructions
    • Looking for process improvements, methods and guidelines


  • Supporting the Alliance Team coordinator
  • Assisting the Head of Contact Center in organizing, planning and implementing strategy.

Your Profile:

  • Bachelor Degree
  • Familiar with customer service principles and practices
  • A first team management experience in a contact center environment is preferred
  • Good organizational skills and aptitude in problem-solving
  • Well organized; able to handle multiple priorities; solid team player
  • Good communication, presentation and interpersonal skills
  • Excellent numerical aptitude and analytical skills
  • Proficiency in Microsoft Office, with medium level skills in Excel
  • Fluent in Dutch, French and English 

Our Offer
Working at Worldline is above all choosing an exciting job. On top of that, we offer a large number of training hours and real opportunites to grow. You’ll also find a very good work-life balance and interesting extra-legal benefits. Indeed, in addition to an attractive salary, Worldline also provides for an annual bonus, a Sodexo card (equivalent meal vouchers), ecocheques and a large insurance package (hospitalization, pension, disability, death). The office near Evere is easily accessible by public transport and flexible hours system exists.
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More information? Contact or 02/727 71 39