Régie des Transports de Marseille

www.talents.rtm.fr

1 Job

1,321 Employees

About the Company

Au cœur de la plus vaste métropole française Aix-Marseille-Provence, le groupe RTM (Régie des Transports Métropolitains) est constitué de 3 établissements, urbain, interurbain et ferroviaire ainsi que 4 filiales. La RTM, c’est : - Plus de 5 000 salariés - Plus de 65 métiers - Plus de 600 recrutements par an - 150 000 heures de formations par an - Des solutions et des projets d’innovation pour une mobilité diversifiée et performante. Grâce à l’expertise de ses équipes et à l’énergie collective déployée, la RTM relève de grands challenges : mise en œuvre du métro automatique, transition énergétique, renouvellement des systèmes techniques et IT, aménagement des infrastructures, etc… Autant d’enjeux auxquels participer ! De la gestion du trafic métro-bus-tramway à la maintenance, des métiers dédiés au service client jusqu’aux fonctions support, de l’ingénierie & projets au marketing, quel que soit votre métier, travailler à la RTM c’est participer à la qualité du cadre de vie de nos concitoyens. Rejoignez le groupe RTM et venez, avec nous, développer la mobilité de demain. Vos talents au service du mouvement. C’est maintenant ! Retrouvez-nous sur : - https://www.facebook.com/RTMinfos - https://twitter.com/RTM_Officiel - https://www.instagram.com/rtm_transports/

Listed Jobs

Company Name: Régie des Transports de Marseille
Job Title: Responsable centre d'appels et réclamations - F/H
Job Description: **Job Title** Call Center & Complaints Center Manager (M/F) **Role Summary** Lead and develop a 10‑person customer service team in a public transportation context. Oversee day‑to‑day operations, performance metrics, quality of written and verbal responses, and the deployment of innovative customer‑relationship tools (CRM, IVR, chatbot, AI). Act as a bridge between commercial strategy and frontline execution, ensuring a user‑centric service culture. **Expectations** - Natural leadership with ability to inspire and coach a small team. - Strong written and verbal communication skills, including drafting high‑level responses to institutional partners. - Proficiency with CRM platforms (Salesforce preferred), IVR systems, chat, and emerging AI solutions. - Experience in managing operational KPIs, quality assurance, and process optimization. - Curiosity for technology trends and the drive to implement best practices. **Key Responsibilities** 1. **Operational Management** - Coach and motivate the call‑center team; foster continuous skill development. - Define, monitor, and analyze performance indicators (quality, productivity, turnaround). - Lead operational reporting and action‑plan development. - Manage team during peak periods with minimal service disruption. - Maintain proactive internal and external stakeholder relations around customer experience. 2. **Quality & Sensitive Response Management** - Mentor staff on high‑standard written communication and customer handling. - Draft or supervise drafts for sensitive or high‑visibility escalation responses (municipalities, metropolitan authorities). 3. **Project & Tool Management** - Contribute to the development and roll‑out of customer‑touchpoint tools (chatbot, live‑chat, IVR, Salesforce). - Administer functional aspects of CRM and related systems. - Conduct technological watch and recommend process improvements. **Required Skills** - Leadership and team‑development - Excellent written communication, editing, and presentation - Customer‑centric service mindset - CRM administration (Salesforce® preferred) - Familiarity with IVR, chat platforms, and AI‑driven solutions - Project management ability (planning, execution, monitoring) - Strong analytical and reporting skills - Fluency in French and English (both written and spoken) **Required Education & Certifications** - Undergraduate degree in Communication, Business Administration, or equivalent. - Minimum 3 years of experience as a call‑center or customer‑service manager in a professional context. - Certifications in CRM (e.g., Salesforce Administrator) or project‑management (PMP, Prince2) are an advantage but not mandatory.