Looking for an exciting and challenging opportunity in a young international and dynamic environment?
Do you love talking to people and sales?
Then this is the job for you!
For one of the biggest names in Tech, we are looking for a Supervisor to handle a project responsible for the customer objectives and leading the team in order to deliver the service requested and reach the SLAs.
TareasManagement (30%):Monitor and report team performance (correct call treatment, case treatment).Give agents feedback on their individual performance preferably on a weekly basis 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, and upcoming changes.Keep track of each agent's training and training needs to improve technical and phone communication skills.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.Change agents' settings in Symposium.Ensure 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%):Ensure contractual SLA is maintained.Customer Contact (10%):Prepare Service Level Reviews and attend Service Level Review meetings.Reporting (15%):Collect metrics, analyze these, and report to customer/management/quality team.Provide other reports to management as needed.Knowledge & Key Skills RequiredRequisitos: French (C2) + English (C2).Business knowledge and commercial awareness.6 months in a contact center environment.IT knowledge.High customer care knowledge.Strong communication skills.Ability to implement and manage change.Barcelona (Spain)
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