Do you want to work in sunny Valencia leading an amazing sales team?
Our company
Our clients belong to the top 500 business companies in the sectors IT, telecommunications, e- commerce, automotive, and financial services.
We are a multicultural company collaborating with employees from over 29 different nationalities.
We offer a great work environment, modern offices, a dynamic and young approach, with true career opportunities.
Your role as a Supervisor
Management 30%
Monitor and report team performance (correct call treatment, case treatment...)
Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
Motivate as a team leader controlling turnover and retaining potential and motivated team members
Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
Keep track of each agent’s training and training needs to improve technical and phone communication’s skills
Participate in the recruitment process close to HR Department giving an update from the needs and interviewing as a second interview the candidates who passed the HR interview
Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics
Organization 20%
Organize and optimize shifts
Changing agents’ settings in Symposium.
Make sure processes and procedures are up to date and adhered to take overflow calls / tickets.
Offer support in critical problems (case escalations, emergencies, customer complaints).
Take care of logistic problems (office supplies, general working conditions).
Incident Management 25%
Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.
Maintain l knowledge and expertise associated with applications specific to individual customers.
Ensure contractual SLA is maintained.
Customer Contact 10%
Prepare Service Level Reviews and attend Service Level Review meetings. •Maintain contact with the customer regarding cases, new procedures, applications, tools
Reporting 15%
Collect metrics, analyze these and report to customer / management / quality team.
Provide other reports to management, as needed.
Why you should apply for this position?
Fantastic colleagues with a winning mentality
Attractive work environment
Real opportunity to grow within the company
A large variety of discounts with our partners
Opportunity to be a part of an international and multinational company
We promote inter-company mobility to work at any of our sites around the world. We have more than 140 locations in over 35 countries
Hours and Benefits
Monday to Friday 9.00-18.00
Spanish contract with long-term opportunity
Relocation package if you live abroad
About Multilingual Jobs Worldwide
We are a leading multilingual recruitment specialist agency, with businesses from all over the world, connecting talent from Germany, France, Netherlands, Belgium, Italy, Spain, and more. Multilingual Jobs Worldwide is a leading language recruitment agency in Europe, matching the most exciting jobs with multilingual talent. We have offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
