Supervisor

The Europe Direct Contact Centre (EDCC) answers around 120,000 enquiries per year in all 24 official European languages on EU related matters. To help answer enquiries in a professional, accurate and efficient manner, we are looking for a number of supervisors based in our offices in Brussels or Lisbon.

mission

Mission

Supervisors have a key role to play in ensuring enquiries from citizens are answered in an accurate, professional and timely manner - as mid-management at the EDCC, the role consists of supporting the coaching and training of 5-6 communication officers (COs), as well as acting as in-house expert on a number of key EU policy areas, and answering enquiries directly from European citizens.

Key duties:

  • Team supervision, planning and daily assistance on the work floor
  • Individual feedback, coaching, motivation and support to the COs
  • Systematic quality control of replies from non-tenured COs
  • On-the-job content and soft-skills training for the COs
  • Liaison with European Commission Back-offices in a number of key policy areas
  • Coordination with the trainer on trainings and training needs
  • Escalation and return of 2nd level enquiries
  • Drafting and updating model answers and supporting an efficient and up-to date knowledge management system for the EDCC
  • Reporting to higher management
  • Quality control
profile

Profile

  • Previous supervisory experience in a similar setting advantageous
  • Master’s degree in EU studies or related field
  • Strong language skills: C2 level of English + at least one additional official EU language (C2 level) is essential. An extra choice of languages would be preferred.
  • Minimum two years of experience in a role requiring a solid grasp of EU policies 
  • Excellent knowledge of EU institutions, activities and policies
  • Critical thinker, proactive, innovative, hands-on and solution focused approach
  • Demonstrated interpersonal skills in a multicultural environment
  • Professional organization and planning skills, including time management, priority setting and multitasking
  • Leads by example
contact

Contact

Please send an up-to-date CV and motivation letter using the online form. Candidates matching all of the characteristics listed above will be called for a first interview.