Description
Experience the power of a game-changing career! Want to be part of an innovative and growing team? We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. If you're looking to grow and be inspired, as a Working Supervisor in Barcelona (On-site), you will be part of our team of game-changers who are powering the brands of the future in tech.
Career growth and personal development
This is a great opportunity to experience the power of what's next and develop "friends for life" at the same time. We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed.
What you will do in this role
In everything we do, we believe in doing right by and for people - our clients, their customers, our people, our community, and our planet. As a Working Supervisor on our team, you will:
Monitor and report team performance (correct call treatment, case treatment...)Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changesKeep track of each agent's training and training needs to improve technical and phone communication skillsEnsure processes and procedures are up to date and adhered to take overflow calls/tickets.Offer support in critical problems (case escalations, emergencies, customer complaints).Handle logistic problems (office supplies, general working conditions).Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.Maintain knowledge and expertise associated with applications specific to individual customers.Handle and close inbound sales calls (SMB) to achieve quarterly quota.Initiate & manage Customer post sales related tasks; covering order cancellations, claims management, order and delivery follow up, refund requests and escalations using multiple tools, such as CRM & Order Status Suite with a high quality, efficient and customer-centric approach.Your qualifications
We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
Concentrix is a great match if you:
Are bilingual or proficient in Dutch plus have an advanced level of EnglishHave 3 years of experience in operations management (preferred)Have proven ability to operate revenue-growing operationsCan define clear operational plans and adapt to fast changesDemonstrate leadership skillsHave excellent communication skillsDon't meet every requirement? No worries. We're dedicated to creating a diverse, inclusive, and authentic workplace for everyone.
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