Supervisor (Emea Or Uk Market) (Lk603)

Position: Supervisor (EMEA or UK market)
Location: Barcelona, Spain
Employment type: Full-time
Remuneration: Base salary + bonuses.
DUTIES AND RESPONSIBILITIESMonitor and report team performanceGive agents regular feedback on their 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 ManagementShift scheduling and communication to the teamMake 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
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