At METLEN Energy & Metals, we are catalysts for a sustainable future, positioned at the forefront of the energy transition while being a reference point for competitive green metallurgy at both the European and global levels. We are a global industrial and energy company operating across two highly interconnected and complementary sectors: Energy and Metals. With a consolidated turnover of €5,683 million and an EBITDA of €1,080 million, along with a workforce of over 7,627 dedicated individuals, we drive success through cutting-edge technology and diverse talent.
We are committed to embracing new state-of-the-art technologies and advancements, propelling us towards a cleaner, brighter tomorrow. Our positive footprint extends across five continents, creating a lasting impact. At METLEN, we foster a culture of resilience, challenge, respect, excellence, and change, empowering our diverse workforce to achieve remarkable outcomes.
We are currently looking for Customer Care Team Leader (Outsourcing Partner Liaison) to join our Customer Excellence Team part of our M Energy Customer Solution Division in our Paiania Offices.
By joining this role, you will be responsible for overseeing the daily operations of the call center function, which is primarily outsourced but also includes in-house activities. You will ensure high-quality customer service delivery, monitor performance against KPIs, and act as the key liaison between our company and the external outsourcing partner.
Your Role Will Encompass:
- Serving as the primary liaison between the company and the outsourced customer service provider, ensuring effective communication and coordination.
- Monitoring daily performance metrics to ensure adherence to KPIs, SLAs, and company quality standards.
- Providing coaching, feedback, and support to the external team to maintain high service levels.
- Collaborating with internal departments to resolve escalated customer issues and implement process improvements.
- Analyzing performance data and preparing reports with actionable recommendations for service enhancement.
- Managing resource planning and workforce adjustments, including visiting the outsourcing partner’s premises when necessary.
What You Bring to the Role:
- Bachelor’s degree in Management, Business Administration, or a related field.
- 2+ years’ experience in a call center team leader or supervisory role, including team management.
- Experience working with or managing outsourced customer service teams is an asset.
- Strong communication skills and very good command of English.
- Proficiency in CRM systems and call center technologies.
- Must hold a valid driver’s license and be able to travel as needed.
Share the same Value Based Behaviors:
- People & Personal growth.
- Results orientation & Safety excellence.
- Collaboration & Trust.
- Empathy & Effective communication.
- Flexibility & Adaptability.
Your Benefits:
- Competitive remuneration package
- Ticket Restaurant Card
- Group Health Insurance program
- Protergia discount on electricity and natural gas bill
- Pension Plan
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At Metlen Energy & Metals we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.