We are looking for a Team Leader for our new Customer Service team!
The Team Leader will manage the operational and qualitative performance of the team working for our bank in Belgium, by cultivating a collaborative and solution-oriented approach and by responding effectively to the customers’ and stakeholders’ needs. As a local leader, he/she stimulates the development of skills, motivation, and commitment of employees, while promoting team spirit and adaptability.
What we are looking for:
- Previous experience in Customer Service / Contact Center activities on a Team Leader or similar leadership role (minimum 3 years of relevant experience)
- Mandatory language skills: proficient French skills (C1 level)
and advanced English skills (B2 - C1 level) - Proven leadership skills, coaching and mentoring abilities
- Results and customer orientation, experience in KPI monitoring and performance management
- Excellent communication and interpersonal skills
- Strong organizational and analytical skills, adaptability
- Ability to work in a structured, deadline-oriented environment
- Proficient knowledge of MS Office suite (Word, Excel, PowerPoint)
Key responsibilities:
- Ensuring compliance with service levels, quality standards, and processing
deadlines - Acting as a direct contact person and maintaining close cooperation with the BNPP partner
- Serving as the first point of contact for Customer Service team members
- Lead and coordinate daily Customer Service team activities, while growing the team and ensuring smooth workflows and a positive, collaborative environment
- Provide clear direction on objectives and priorities while maintaining close engagement with the team through coaching sessions, feedback rounds, and performance appraisals
- Monitoring performance and operational KPIs (call metrics, quality, efficiency, SLAs), preparing reports and propose improvements if needed
- Training employees on processes, Customer Services systems and product knowledge
- Ensure professional, solution‑oriented customer communication that aligns with BNPP PF standards
What we offer:
* Benefits Online Platform - customized depending on your needs
* Private Medical Subscription
* Life Insurance
* Annual performance bonus and additional bonuses
* 24 days of annual leave
* Access to training and well-being platforms
* Hybrid way of working
* Various office perks such as massage, weekly fresh fruits, games room, monthly breakfast events and more
Who are we?
We're part of one of the world's largest banking groups and we're leading its best IT and Operations projects.
Central Europe Technologies (CE.T) is an expertise Shared Service Center for BNP Paribas Group, supporting subsidiaries across 19 countries and we are consistently expanding.
Located in Romania, with offices in Bucharest and Brasov, the company brings together over 350 employees, with expertise in a range of technologies (Java, .Net, COBOL, manual & automation testing) and various operational roles (Credit Analysts, System Expert administrators).
Our culture:
We are proud to create, maintain and develop strategic business applications for BNP Paribas Group entities around the world, while keeping a high level of service and providing added value to our customers.
Working in a multicultural environment, we encourage our people to develop their talents and skills, offering various career opportunities and internal mobility programs, within local CE.T teams or in other entities within the Group, both in Romania and abroad.
We value our employees' experience by keeping a well-balanced environment with flexibility regarding the work schedule and care for everyone's personal time. We have adopted a hybrid work model, because we firmly believe that social connections consistently enhance the value of our daily activities
Diversity and inclusion are among our core values, as CE.T is an equal opportunity employer. Therefore, we are committed to ensure employment opportunities are accessible to all, regardless of race, skin color, beliefs, religion, nationality, ethnic background, age, sex, sexual orientation, marital status or political opinions.
