Ofa861 Team Leader/Supervisor

Position: Team Leader/SupervisorLocation: Málaga, SpainEmployment type: Full-timeRemuneration: Base salary + bonuses.DUTIES AND RESPONSIBILITIESMonitor and report EMEA team performanceGive regular feedback on the agents' individual performanceMotivate the team and control the turnoverOrganize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changesKeep track of each agent's training and training needsParticipate in the recruitment process together with HR departmentManage all disciplinary issues effectively in communication with HR departmentIdentify current and future hiring needs and communicate timely to ManagementSchedule agents' shifts and notify themMake sure that working processes & procedures are up to dateOffer support in critical problems (case escalations, emergencies, customer complaints)Take care of logistic problemsTake incoming customer calls, log call details onto call management systems, and provide response and resolution within SLAPrepare Service Level reviews and attend Service Level Review meetingsCollect metrics, analyze these and report to customer/management/quality teamProvide other reports to management, as required.REQUIREMENTSNative/fluent in English, both oral and written. Fluency in any other language is advantageousPrevious experience managing Tech Team (BPO) is neededBusiness knowledge and commercial awarenessCustomer service oriented with ability to emphasize and resolve issues addressedExcellent communication skillsLeadership skills with ability to implement & manage change processFollow the security rules of the companyEnergetic and motivated self-starter, capable of achieving the targets setResourceful and stress resilient personality that can adapt and remain calm in all situations.BENEFITSExcellent remuneration package based on experience, skills and performanceBe part of a dynamic and creative team with positive and friendly atmosphereGuidance and tools to reach your full potentialMedical insuranceMeal allowanceRelocation support.
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