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

• 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 

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