N1 Support Manager
Aleda, a subsidiary of the FDJ UNITED Group since 2022, is a key player in the field of secure electronic transactions and innovative payment systems, strengthening the Group's ambition to become the leading network for proximity collection and payment in France.
ALEDA has been supporting merchants for over 30 years by offering them a wide range of solutions covering all the needs of local businesses (cash register systems and software, POS terminals, secure platforms, etc.) to distribute financial products and services to the end consumer (mobile telephony, electronic money, money transfer, etc.).
Each employee works daily "on the side of the merchants" by imagining ever more efficient and innovative solutions. This commitment is based on strong values (Trust, Commitment, Respect, and Integrity) which form its DNA.
We are looking for an N1 Merchant Services Support Manager on a permanent contract (CDI), as a replacement, to manage the support center and ensure an optimal level of service for our clients.
Within the Merchant Services Support team, you will be an essential pillar for operational management and the animation of N1 Support. Your playground: a team of about ten agents, including several service providers, dedicated to supporting CHR/BTP clients. You will ensure operational performance, service quality, and effective coordination between N1/N2/N3 Support teams, while supporting the skill development of the support center.
- Supervise the daily activity of N1 Support (calls, tickets, prioritization) to ensure compliance with SLAs and optimal fluidity in handling requests.
- Drive operational performance by monitoring key KPIs (answer rate, CSAT, average handling time, N1 resolution) and implementing corrective actions when necessary.
- Lead and support the N1 team by fostering skill development, motivation, and adherence to good support practices.
- Ensure coordination with N2/N3 levels and guarantee clear, structured, and effective escalations.
- Contribute to the planning and integration of agents (internal & service providers) to ensure optimal staffing of the support center.
- Minimum of 5 years of experience in support team management or platform supervision.
- Natural leadership, assertive posture, and ability to rally a team into action.
- Excellent communication skills, empathetic, clear, and non-violent.
- Proficiency with ticketing tools and data sensitivity (Power BI or integrated tool).
- Proactivity and ability to manage in real-time using live KPIs.
- Experience in a multi-activity environment or transformation context.
- Meal vouchers with the Swile card
- Comprehensive family health insurance
- Partial remote work
- Time Savings Account (CET)
- Employee Savings Plan
- Benefit from training and support that ensure your employability.
