Cross Border Talents is seeking a dedicated and motivated German-Speaking Supervisor to join our client's team in Valencia, Spain. In this role, you will oversee and guide a dynamic team, ensuring high levels of performance, customer satisfaction, and team motivation. This is a great opportunity for an experienced professional looking to take on a leadership role in a vibrant international environment.
Working hours: Monday to Friday, 09.00 to 18.00 onsite. This is a full-time role, 40 hours/week.
Key Responsibilities:
1. Team Management (30%)
* Monitor and report on team performance, including call and case handling.
* Provide regular feedback to agents, focusing on individual performance improvement and motivation.
* Lead and inspire your team to maintain high morale and low turnover rates.
* Organize weekly meetings to review team performance, share updates on new procedures, and communicate upcoming changes.
* Track and address the training needs of your team to enhance technical and communication skills.
* Collaborate with the HR department in the recruitment process, participating in second-round interviews and advising on staffing needs.
* Manage disciplinary actions effectively, in coordination with HR.
2. Organizational Responsibilities (20%)
* Organize and optimize team shifts.
* Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
* Address logistical issues, including office supplies and general working conditions.
* Provide support during critical incidents, escalations, and customer complaints.
3. Incident Management (25%)
* Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
* Maintain in-depth knowledge of customer-specific applications.
* Ensure all contractual SLAs are consistently met.
4. Customer Contact (10%): prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.
5. Reporting (15%): collect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.
Requirements:
- Native proficiency in German and fluency in English (written and spoken).
- Strong IT knowledge, including Windows/MS Office and internet configuration.
- Proven sales experience and business acumen.
- Experience managing a sales team.
- Excellent communication skills and the ability to manage and implement change.
- Strong customer care expertise.
- Familiarity with IT platforms and applications.
- EU member state passport of a valid Spanish residence permit
Package Details
Attractive salary
Performance bonus
Relocation assistance: up to 500 EUR flight + assistance in finding accommodation
Permanent contract