Position: Team Leader/Supervisor Location: Málaga, Spain Employment type: Full-time Remuneration: Base salary + bonuses.
DUTIES AND RESPONSIBILITIES Take responsibility over the Staff Management 40%, Organization 30% and Reporting 30% Monitor and report team performance Give newly hired agents feedback on their individual performance to improve and motivate their daily work Keep track of each newly hired agent's training and training needs to improve technical and phone communication's skills Motivate as a team leader controlling turnover and retaining potential and motivated team members Request management / HR Department / Quality team for assistance in any of the tasks.
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 Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes Make sure processes and procedures are up to date Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
Offer support in critical problems (escalations, emergencies, agents and customers complaints).
Perform other tasks/duties as assigned by management depending on service needs Propose changes in bonuses / reporting to management Back-up Team Supervisor fulfilling corresponding tasks during vacation or absence periods Report productivity metrics to the team and management daily Collect production and performance metrics from available sources daily and update Project Dashboard and Form A Analyze data and report to Supervisor and/or Program Manager.
Manage daily Form B updating it with new contracts signed and SEPAs signed Prepare weekly business review slides for management REQUIREMENTS Native in Spanish or French, C1 level of English Previous experience managing a Tech Customer Support Team at a call center/contact center is needed Working knowledge of Windows, MS Office, internet configuration Business knowledge and commercial awareness Customer service-oriented with ability to emphasize and resolve issues addressed Excellent communication skills Leadership skills with ability to implement & manage change process Follow the security rules of the company Energetic and motivated self-starter, capable of achieving the targets set Resourceful and stress resilient personality that can adapt and remain calm in all situations.
BENEFITS Excellent remuneration package based on experience, skills and performance Be part of a dynamic and creative team with positive and friendly atmosphere Guidance and tools to reach your full #J-18808-Ljbffr