Call Center Coordinator TotalEnergies EV Charge Business Unit in Spain URGENT
Total Energies
Context & Environment
CONTEXT & ENVIRONMENT
Activities
ACTIVITIES
Candidate Profile
QUALIFICATIONS /EXPERIENCE REQUIRED
ACCOUNTABILITIES
The job holder is accountable in particular for:
Additional Information
TotalEnergies values diversity, promotes individual growth and offers equal opportunity careers.
Apply
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CONTEXT & ENVIRONMENT
- The Spanish LV market is the 5th largest in Europe. The EV market is lagging a few years behind the E5 countries but the transition from ICE to EV vehicles has started.
- The transport (including light commercial vehicle) sector, a key sector impacted by the energy transition, is moving towards a sustainable energy mix and sustainable energies.
- Electromobility will thus represent a significant part of the energy mix in this sector.
- TotalEnergies is making development efforts in EV infrastructure and MSP to maintain a significant market share and a profitable business in the mid-term.
- The TotalEnergies EV charge business can rely on the presence of GRP/IP (electricity supplier).
- JOB DIMENSIONS
- Takeover of the Call Center Process
- Average 800 incidences/month / 2000 calls/month
- Ensure customer journey (Calls)
- 200+ HPC sites with 500+ CPs (with a potential extension up to 1.150 CPs) across the 17 regions of Spain along highways, main roads and in urban and suburban areas
- Direct relation with TECS and Call Center Supplier
Activities
ACTIVITIES
- Supervise and coordinate the activities of call center staff to ensure efficient and effective customer service.
- Handle escalated customer issues and resolve them in a timely and satisfactory manner.
- Monitor call center performance metrics and implement strategies to improve performance.
- Train Call Center supplier (KONECTA) and update scripts.
- Develop and update call center policies and procedures.
- Coordinate with other departments to ensure that customer issues are resolved promptly.
- Prepare and present reports on call center performance to management.
- Manage the claims process
- Establish corrective and preventive action plans for resolution of incidents
- Participate in the Claims meeting with TECS and rest of E6 affiliates
- Back-up: activities Exploitation Technician
- Any task requested by the management related to his/her area of activities
Candidate Profile
QUALIFICATIONS /EXPERIENCE REQUIRED
- Bachelor's degree in Business Administration, Communications or a related field.
- Minimum of 2 years of experience in a call center environment, with at least 1 year in a supervisory role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts.
- Proficiency in call center software and Microsoft Office Suite.
- Fluency in English / French desirable
ACCOUNTABILITIES
The job holder is accountable in particular for:
- Number of call/ incidences received
- Time to solve the incidences
- Efficiency of Corrective/Preventive actions implemented
Additional Information
TotalEnergies values diversity, promotes individual growth and offers equal opportunity careers.
Apply
- X
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JOB SUMMARY
Call Center Coordinator TotalEnergies EV Charge Business Unit in Spain URGENTTotal Energies
Madrid
a month ago
N/A
Full-time