(T) Supervisor Customer Care, Quality & Performance Management
Foot Locker · Utrecht
Overview(This is a 6-month temporary role)
The Supervisor Customer Care, Quality & Performance Management is part of the Customer Care EMEA team and reports to the Manager Quality & Performance Management. This role is responsible for leading the daily operation of the Quality & Performance Management team, ensuring that escalations, quality activities and performance monitoring are handled efficiently, accurately and in line with business expectations.
The position plays a key role in improving the customer experience by overseeing high-level complaints, monitoring CSAT and quality outcomes, and identifying recurring issues that need to be addressed across the wider value chain. The Supervisor also works closely with internal stakeholders and partner Contact Center teams to support consistent ways of working, strengthen agent and Back Office performance, and drive continuous improvement in case handling and service quality.
Responsibilities
- Lead, organize and prioritize the day-to-day activities of the Quality & Performance Management team, ensuring work is completed accurately, efficiently and in line with business expectations.
- Coordinate quality assurance, quality control and performance monitoring activities, ensuring insights are used to improve service quality, customer interactions and operational performance.
- Coach and support the Quality & Performance Management team and partner Contact Center Back Office teams to improve case handling, quality outcomes, handling time and overall performance.
- Work closely with partner Contact Center supervisors, first line managers, Training and other internal stakeholders to address quality trends, CSAT performance and recurring customer issues.
- Communicate relevant operational updates, process changes and business information to internal and external teams to support consistent execution of work.
- Identify opportunities to improve processes, reduce customer friction, and enhance the overall customer experience through continuous improvement initiatives.
- Oversee the handling of escalated cases, high-level customer complaints, VIP complaints and customer claims, ensuring timely, consistent and appropriate resolution, including collaboration with Legal when required.
- Act as a point of contact for day-to-day operational questions from the Quality & Performance Management team and other Foot Locker teams, including Legal, CX and Supply Chain.
Qualifications
- Bachelor’s degree in business administration, customer operations, or a related field.
- 3+ years of experience in DTC Customer Service, Customer Care, or contact center operations, including experience in quality, performance management or coaching.
- Strong understanding of contact center operations, customer service KPIs, quality monitoring, CSAT performance and escalation handling.
- Able to coach, support and influence teams to improve case handling, quality outcomes, productivity and customer experience.
- Highly organized, detail-oriented and able to prioritize multiple activities in a fast-paced and dynamic environment.
- Confident communicator with excellent written and verbal English skills and the ability to work effectively with internal stakeholders and external partner teams.
- Proactive and improvement-minded, with the ability to identify recurring issues, challenge existing ways of working and support process improvements that reduce customer friction.
- Customer-focused team player with a flexible, can-do attitude and a passion for delivering a high-quality customer experience.
Benefits
- Recognition, inclusion and belonging in a diverse environment
- 25 holidays and flexible working (hybrid position, in office ~2 days p/w)
- Employee Discount on in-store and online products
- Casual Sneaker Culture
- Learning & Health/Wellbeing programs
- Career development and growth in an ambitious international team
- Travel reimbursement
- Access to premium wellness apps
- Bike plan and contribution to gym subscription
- Pension Plan
- Discounted Collective Health plans
- Activities organized by our Social Committee
#LI-RD1
- Lead, organize and prioritize the day-to-day activities of the Quality & Performance Management team, ensuring work is completed accurately, efficiently and in line with business expectations.
- Coordinate quality assurance, quality control and performance monitoring activities, ensuring insights are used to improve service quality, customer interactions and operational performance.
- Coach and support the Quality & Performance Management team and partner Contact Center Back Office teams to improve case handling, quality outcomes, handling time and overall performance.
- Work closely with partner Contact Center supervisors, first line managers, Training and other internal stakeholders to address quality trends, CSAT performance and recurring customer issues.
- Communicate relevant operational updates, process changes and business information to internal and external teams to support consistent execution of work.
- Identify opportunities to improve processes, reduce customer friction, and enhance the overall customer experience through continuous improvement initiatives.
- Oversee the handling of escalated cases, high-level customer complaints, VIP complaints and customer claims, ensuring timely, consistent and appropriate resolution, including collaboration with Legal when required.
- Act as a point of contact for day-to-day operational questions from the Quality & Performance Management team and other Foot Locker teams, including Legal, CX and Supply Chain.
- Bachelor’s degree in business administration, customer operations, or a related field.
- 3+ years of experience in DTC Customer Service, Customer Care, or contact center operations, including experience in quality, performance management or coaching.
- Strong understanding of contact center operations, customer service KPIs, quality monitoring, CSAT performance and escalation handling.
- Able to coach, support and influence teams to improve case handling, quality outcomes, productivity and customer experience.
- Highly organized, detail-oriented and able to prioritize multiple activities in a fast-paced and dynamic environment.
- Confident communicator with excellent written and verbal English skills and the ability to work effectively with internal stakeholders and external partner teams.
- Proactive and improvement-minded, with the ability to identify recurring issues, challenge existing ways of working and support process improvements that reduce customer friction.
- Customer-focused team player with a flexible, can-do attitude and a passion for delivering a high-quality customer experience.