País
España
Stadt
MADRID
Empresa empleadora
TotalEnergies Marketing ESPAÑA SAU
Dominio
Sales
Art des Auftrags
Contrato a tiempo indeterminado
Experiencia
Menos de 3 años

Contexto y entorno

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

Actividades

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 

Perfil del candidato

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

Zusätzliche Informationen

TotalEnergies valora la diversidad, promueve el crecimiento individual y ofrece carreras con igualdad de oportunidades.