Main responsibilities - Monitoring and coaching of a team of customer service representatives on the handling of customer contacts and dealing with the cases; - Monitoring the individual and team key performance indicators; - Identifying training, information and equipment needs within the team and coordinating the fulfilment of these needs; - Checking and if necessary adjusting staffing levels to efficient levels; - Communicating and functioning as a link between other departments and the team; - Participating in the resolution of procedural issues with market performance centers and dealers; - Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the Center.