Overview
Location: Aberford, LS25
On-Site: 3 days in the office
MICHELIN Connected Fleet, a division of the Michelin Group, is a leader in sustainable mobility for 130 years. We specialise in connected fleet management services and solutions. We are a market leader with over 30 years of expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact, paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we will be a major player in this market in the coming years.
Our Dream
We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.
Our People & Ways of Working
At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several companywide development programs - including our Diversity, Mentoring and Sustainability programs.
The Role in Short
As a Team Leader within the Customer Service team at MICHELIN Connected Fleet, you will manage a team of either Customer Service Agents or Fault Specialists. You will be responsible for ensuring seamless operations, driving team performance, and developing a culture of continuous improvement to deliver exceptional customer experiences. This role requires a dynamic leader with a strong background in customer service and technical environments, exceptional people management skills, and a commitment to operational excellence. You will oversee daily operations, monitor performance metrics, conduct regular feedback sessions, and work collaboratively with cross-functional teams to drive quality and efficiency.
Responsibilities
* People Management:
o Ensure appropriate phone and queue coverage, maintaining SLA adherence and allocating resources effectively.
o Develop and manage team rotas, ensuring team members are assigned to the right areas.
o Conduct weekly one-to-one sessions, monthly "We Talk" meetings, career discussions, and annual reviews.
o Provide coaching and support to team members, fostering professional growth and skill development.
* Performance Monitoring and Reporting:
o Track and report on weekly productivity and performance metrics, identifying areas for improvement.
o Audit 3% of weekly cases and collaborate with the Trainer/Quality Coach to address quality issues.
o Analyze L2 escalations and second cases, working with relevant stakeholders to resolve issues and identify trends.
o Monitor case resolution times and ensure timely progression of cases with IPs and L2 teams.
* Customer Experience Improvement:
o Review NPS and CSAT scores, proactively addressing detractor feedback and identifying quick-win solutions.
o Conduct two customer interviews per quarter to gather insights and opportunities for improvement.
o Collaborate with the Trainer/Quality Coach on training material and process improvements to enhance team efficiency and customer satisfaction.
* Operational Excellence:
o Lead the creation of a robust onboarding process with the Quality Coach to ensure new hires are well-equipped for success.
o Identify and implement continuous improvement initiatives in partnership with the Operational Excellence Specialist.
o Participate in meetings to provide data updates, highlight issues, and recommend solutions.
Qualifications
* At least 2 years’ experience managing people in a complex technical environment.
* A minimum of 4 years’ experience in a Customer Service environment, with exposure to different levels of support.
* Fluency in English and French (additional languages are desirable but not essential).
* Proficiency in Microsoft Office (Word, Excel, PowerPoint) and familiarity with Google systems.
* Strong analytical and problem-solving skills, with the ability to interpret data and drive actionable insights.
* Exceptional communication and collaboration skills, with the ability to motivate and develop team members.
* A results-oriented mindset, capable of managing multiple priorities and fostering continuous improvement.
* Proven ability to handle escalations, complaints, and complex customer requirements with professionalism and efficiency.
Benefits
Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.
Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Customer Service, Administrative, and General Business
* Industries: IT System Custom Software Development, Business Consulting and Services, and IT System Training and Support
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