We are seeking a supervisor for our Remote Operations team! Do you have supervisor experience in a contact center, and do you know how to manage your team’s KPI’s? Do you love happy customers and do you like to challenge and motivate colleagues? Would you love being part of a fast growing international team? Then we must be looking for you!
This is what your assignment looks like
Basic-Fit is increasing the amount of clubs that are open 24/7. There are no staff members present at night, but we keep a close eye on everything remotely with a smart camera and intercom system. To do so, our Remote Operation team helps our members with access or service requests and follow up on emergency requests through an intercom at our clubs.
As one of the supervisors for this team, you are responsible for managing the Intercom Service agents. During your shift, you will act as floor manager for the different teams. When an incident happens at one of our clubs, you will act as manager-on-duty and be responsible for incident management together with our partner the Monitor & Alarm receiving center.
Your tasks and responsibilities:
Lead, develop and motivate the Intercom Service Agent Team and ensure operational stability and excellence;
Provide day-to-day leadership to a team of Intercom employees in a multicultural and multilingual environment;
By managing and supporting your team through monitoring, 1-on1’s, feedback and coaching ensuring consistent customer service in compliance with protocols & procedures and ensuring “First Call Resolution” through all communication channels;
Motivate the team by keeping a high level of quality and productivity, ensuring agreed service levels at all times;
Ensure all KPIs and SLA’s are achieved and communicate previous day’s and month’s performance with the team;
Create a positive work environment for your team;
Organize your own workload to allow growth and development;
Fulfill the Manager on Duty role during staffed and unstaffed hours at the clubs;
Carry responsibility for the response to a threat to our operational business, such as line failure, fire etc;
Identify risks, prepare continuity, manage resources during the incident and following the incident protocol all times.
A service orientated mindset, you are able to prioritize and multitask under pressure. You are able to demonstrate leadership and interpersonal skills to motivate and organize your teams.
Further, we’re asking for:
1+ year experience leading and motivating a team in a busy and challenging customer service environment;
Strong customer service skills and good interpersonal skills including the ability to act with tact, sensitivity and diplomacy;
Excellent organization skills and the ability to lead by example, learn and be adaptable to changes in procedures and technology;
Strong communication skills in English and a second language (e.g. Dutch, French or Spanish);
Availability to work day & night shifts (3 a week max).
Basic-Fit is a young, dynamic and fast growing organization with a clear mission. We are the European market leader in the value for money fitness market and we are active in the Netherlands, Belgium, Luxembourg, France and Spain. We think sport should be affordable and accessible to make sure everyone who wants to be fit will be able to be fit. Our goal is to professionalize and grow the next years. To make this happen we need enthusiastic, innovative and driven people. We do not select by color, we just ask you to embrace our orange color.
What to expect within Basic-Fit?
An informal (you can wear jeans and sneakers if you want), international (many cultures and languages) and friendly environment;
Plenty of opportunities for your own initiatives and to grow;
Unlimited access to the online training courses of GoodHabitz;
Participation in pension scheme;
Collective health insurance;
Within walking distance of Hoofddorp train station and free parking at our headquarters;
And a beautiful gym (fitness equipment, spinning bikes, virtual group lessons) at our headquarters which you can use anytime.
Corona information: Currently all headquarters employees work remote, we follow the guidelines of the RIVM.
Apply for this job
Until September 14 you are able to apply via the button. Afterwards, we’ll make the selection and we inform you as soon as possible. The process consists currently of two video interviews.
Before applying, please make sure you are eligible to work in the Netherlands. Unfortunately, we do not sponsor new work visa or permits for this position. If you already have a sponsorship, it’s possible to transfer this to Basic-Fit.
Do you still have a question? Please contact Karen, Corporate Recruiter via firstname.lastname@example.org .
For all recruitment agencies: recruitment is done by our Corporate Recruiter herself, this means there is no help needed. If I do need a bit of help, I have some great agencies I work with. Thank you!