Overview
Position: Supervisor
Location: Barcelona Spain
Employment type: Full-time
Responsibilities
* Monitor and report team performance
* Give agents regular feedback on their individual performance
* Motivate the team and control the turnover
* Organize weekly meetings to give feedback on team performance inform on new procedures upcoming changes
* Keep track of each agents training and training needs
* Participate in the recruitment process together with HR department
* Manage all disciplinary issues effectively in communication with HR department
* Identify current and future hiring needs and communicate timely to Management
* Shift scheduling and communication to the team
* Make sure that working processes & procedures are up to date
* Offer support in critical problems (case escalations emergencies customer complaints)
* Take care of logistic problems
* Take incoming customer calls log call details onto call management systems and provide response and resolution within SLA
* Maintain knowledge and expertise associated with applications specific to customers
* Prepare Service Level reviews and attend Service Level Review meetings
* Maintain contact with the customers regarding cases new procedures applications tools
* Collect metrics analyze these and report to customer / management / quality team
* Provide other reports to management as required.
Requirements
* Native / fluent in Dutch both oral and written. Fluent in English (at least B2 level)
* Working knowledge of IT Platform equipment and applications : Windows Microsoft Office package internet configuration
* Business knowledge and commercial awareness
* Customer service oriented with ability to emphasize and resolve issues addressed
* Solid IT knowledge
* Excellent communication skills
* Strong leadership skills with ability to implement & manage change process
* minimum 1 year of experience in a simular role
* Energetic and motivated self-starter capable of achieving the targets set
* Resourceful and stress resilient personality that can adapt and remain calm in all situations.
Benefits
* Excellent remuneration package based on experience skills and performance
* Be part of a dynamic and creative team with positive and friendly atmosphere
* Guidance and tools to reach your full potential
* Relocation package
* Meal allowance.
Key Skills
Restaurant Experience,Customer Service,Hospitality Experience,Management Experience,Mediation Experience,Guest Services,Merchandising,Experience with Children,Leadership Experience,Mentoring,Supervising Experience,Neonatal Ventilator
Employment Type : Full Time
Experience : years
Vacancy : 1
#J-18808-Ljbffr