ABOUT US
Elevate is an award-winning global people-powered agency creating compelling human connections with brands, underpinned by clever use of data and technology. Our partnerships around the world Level-Up retail, event and digital expreriences that deliver real business impact.
Our offices in London, Atlanta, Paris, Berlin have a truly global reach and genuine local relevance.
This is an incredible opportunity to join the agency at a very exciting time.
THE ROLE
The On Call Manager leads the On Call team, fosters collaboration with the customer, resolves day-to-day problems, acts as a point of escalation, ensures overtime compliance, and supports on-site operations.
This is a fixed-term position starting mid-June 2024 and ending mid-August 2024. The specificity of this position is that you will be working for a single client on one of the biggest sporting events in the world, which will take place in Paris in 2024.
ROLES & RESPONSIBILITIES
- Oversee the On Call Team, including the creation of schedules, motivation, and ensuring the achievement of KPIs
- Foster a collaborative team culture that encourages creativity, thinking out of the box and continuous improvement
- Act as the primary liaison with the client’s On-Call Team, fostering strong communication and collaboration
- Regularly assess client On-Call team’s satisfaction levels and proactively address any concerns or feedback
- Ensure reporting, resolution, and documentation of daily and critical issues, maintaining comprehensive trackers
- Implement efficient processes for issue tracking and resolution, streamlining communication channels (Slack, What’sApp ...)
- Serve as the point of escalation for SMT, CST, Client and Field Staff, ensuring timely and effective resolution of escalated issues
- Provide clear and concise communication to all stakeholders during escalations, keeping them informed of progress and outcomes
- Monitor and track compliance with overtime hours, ensuring adherence to relevant regulations and policies → Rosterfy
- Conduct periodic audits to verify overtime records and address any discrepancies in a timely manner
- Manage the On-Site Rep, providing guidance and support to ensure effective on-site operations
- Conduct regular performance reviews and offer constructive feedback to enhance the On-Site Rep’s capabilities
LANGUAGES
Fluent in french and english.
ELEVATING PEOPLE
As a recruitment agency, we believe that the personality and authenticity of our people sets us apart. We celebrate and welcome applications from all cultures and backgrounds.
If you'd like to find out more about our people and culture, search for #elevatingpeople on LinkedIn, Twitter, Facebook or Instagram.