Care Centre Supervisor

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse. 

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work. 

Who we’re looking for:

We are looking for a Supervisor to join the Care Center team for a global brand!

What you’ll be doing:

• Ensure that incoming user requests are responded to within the team and maintain high user expectations.
• Randomly listen to and evaluate care center conversations,
• Provide action suggestions for identified issues and ensure their development,
• Provide necessary coaching and guidance for the team to reach their service quality goals, monitor their personal development, and take actions for improvement,
• Conduct efficiency, quality, and performance analysis of business processes and report them,
• Prepare monthly/weekly reporting and presentations for the brand by category.

What you’ll need:

• Graduate from universities with a bachelor’s degree or higher,
• Proficient in Care Center dynamics and with at least 2 years of experience in team management,
• Experienced in CRM usage (preferably Salesforce),
• Able to develop the team with coaching skills,
• Competent in consumer and result-oriented work,
• Advanced verbal and written communication skills,
• Successful in teamwork,
• Developed reporting skills (able to use Office programs professionally),
• Fluent in English (both spoken and written).

#LI-EMEA

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction. 

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X. 

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