Head of L1 & L2 Technical Customer Care

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Publish Date: Jan 25, 2022

Location: Brussels, Vlaams-Brabant, BE

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

We are looking for an experienced and motivated Head of L1 & L2 Technical Customer Care to join our team! 



As our Head of the Technical teams, you will be responsible for supervising, overseeing, leading, managing, rewarding and motivating the Advisors from the Technical Customer Services Teams.

Our Customer Services teams are dealing with usage, technical and financial duties that make our teams experts in their domain and not related to a pure « Call Center » culture. You won’t act alone but be part of a dynamic leadership team! You will report to the Customer Care Manager.


Duties and responsibilities


  • Set clear team goals and KPIs
  • Managing both Level 1 & Level 2 technical support teams and continue to generate synergies in capacity between the two technical teams
  • Oversee the correct collaboration between the inhouse and external teams
  • Delegate tasks and set project deadlines
  • Oversee day-to-day teams' operation and performance on both Written and Voice care
  • Mentality to reach objectives and service level agreements on Reachability, Accessibility, Quality, Customer Satisfaction and Speed
  • Do regular performance evaluation, one to one’s and team meetings
  • Create a healthy and motivating work environment and atmosphere
  • Communicate with teams about their performance
  • Monitor team performance and report on metrics
  • Motivate team members and be approachable and at their service
  • Discover training needs and provide coaching
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Plan and organize team activities / events with your leadership peers.

equirements and qualifications


  • At least 3 to 5 years of experience as a Team Leader, Supervisor, Head off or similar role
  • Proficiency in English language is a must, in combination with French and/or Dutch language
  • In-depth knowledge of performance metrics
  • Experience in managing inhouse and outsourced teams
  • Good PC skills, especially MS Excel
  • Big plusses are experience with Salesforce, CTI tools and Power B.I.
  • Experience with organizing Teams, synergies and process
  • Sense of ownership and pride in your performance and its impact on company’s success
  • Critical thinker and problem-solving skills
  • Team player and open to a changing environment
  • Good time-management skills
  • Great interpersonal and communication skills
  • Degree in Management or training in team leading is a plus


What’s in it for you 


  • Taking part in shaping the future of (e)- payments!
  • Being part of a fast paced, quality driven Customer Care environment, not to be confused with a callcenter environment
  • Joining a company with a strong diversified and multicultural environment
  • Ingenico offers the possibility to grow within the company according to your personal capabilities.
  • Ongoing trainings & coaching sessions in order to be the best in class


Due to Covid-19 we are currently in an hybrid working environment

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.

Job Segment: Technical Support, Call Center, Customer Service, Technology