Team Manager

Who we are

Atos is a global leader in digital transformation with overemployees in 73 countries and annual revenue of over € 11 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications, and Digital Workplace solutions. The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

What are we looking for?

The Department Customer Contact Center (CCC), consists of 7 teams, located in Belgium, Germany, and The Netherlands. The Belgian teams are supported by a nearshoring office in Romania. The current vacancy of the team manager is for one of the teams in Romania.
The Team Manager role is reserved for talents who enjoy helping, guiding and mentoring team members in the development of their key competencies and skills.
This role reports to the Tower Manager and holds the responsibility for the team and for the service provided by the given Tower. It entails mainly people management responsibilities, although allows significant exposure to service management tasks as well.

Key accountabilities

• Coach and guide team members (monitor and report on the status of work, picking and applying problem-solving methods and techniques, advise team members on best practices, working methods, and means of improvement)

• Support Tower Manager in executing operational goals of the given Tower;

• Regular business review

• Set both team and individual objectives and monitor results;

• Organize and drive the recruitment of the team as per business requirements;

• Make sure the team relationships are healthy – manage conflicts;

• Build and maintain business relations with stakeholders (customers, end-users, peers, management)

• Recommend changes to processes to ensure continuous improvement, driving the optimization of the services

• Take part in daily huddles to keep good operational awareness and assist in problem-solving;

• Function as the first point of contact for HR and Service-related queries;

• Carry out periodical assessments of the subordinate team on a regular basis and evaluate the operational efficiency of the team members

• Responsible for workforce management

• Participate in projects regarding the (new) services involving Contact Center Belgium; Collaborate with Operational Managers and other team managers within CCC and the rest of the CS Division to continuously optimize the customer experience, quality of service delivery and cost-efficiency.

Desired profile

•  Leadership, Agility, Coaching, Mentoring, Good communication ability

• A minimum of 3 years of work experience in the payment industry area would be a plus;

• A minimum of 3 years of management skills required preferably within call center environments;

• Knowledge of financial/banking fundamentals - preferable knowledge of Cards/Payments services;

• Written and oral proficiency in French and English;

• Analytical and problem-solving skills;

• Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities;

• Knowledge of performance evaluation and customer service metrics;

• Project Management skills;

• Understanding governance processes like finance, compliance, audit and risk management;

• Understanding of marketing and sales processes.

What we offer

We are a company that cares about employee satisfaction as well as company growth. Atos offers not only a challenging and exciting workplace but also a rewarding work experience, with competitive compensation and benefits packages:

• Training and certifications: You will be involved in intensive and customized trainings with main focus on IT project management skills, led by Atos experts;

• On-going and in-depth training with latest IT project management methodologies;

• Flexible benefits: Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop;

• Compensation: Competitive salary package and relocation bonus for candidates outside West Area;
• Extra vacation days;

Join our dynamic team and you will find yourself in a multicultural and challenging environment where you will not only be using your skills and knowledge but also expand and enrich your experience by participating in international projects.