Supervisor for Dutch Market in Barcelona, Spain

Posted 23 August 2021
LocationBarcelona
Discipline Customer Service
Reference34244
Contact NameGiovanna Arecchi

Job description

Our client is looking for a Project Supervisor to manage a team and be responsible for leading a team of professionals towards the customer's objectives in order to deliver results while reaching the SLA's.

The Responsibilities

Management

  • Monitor and report team performance
  • 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
  • Recruit and motivate team of agents
  • Organize and optimize shifts
  • Work with other collages to get overall view of business and report to stakeholders

Incident Management

  • Take incoming customer calls in peak periods to provide response and resolution within SLA
  • Maintain knowledge and expertise associated with applications specific to individual agents to be able to offer support or step in
  • Ensure contractual SLA is maintained

Customer Contact

  • Prepare Service Level Reviews and attend Service Level Review meetings
  • Maintain contact with the customer regarding cases, new procedures, applications, tools

Reporting

  • Collect metrics, analyze these and report to customer / management / quality team.
  • Provide other reports to management, as needed.

The Ideal Profile

  • Native level of Dutch, fluent English
  • Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration
  • Business knowledge and commercial awareness
  • Strong communication skills
  • Ability to implement and manage change
  • Ability to abide by security rules of the company

 

The Offer

  • Full time, long-term contract (39 hours/week)
  • Attractive work environment
  • Opportunity to be a part of an international and multinational company
  • Office in the center of Barcelona

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