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German-Speaking Supervisor In Valencia-Relocation Provided
hace 3 meses
Cross Border Talents is seeking a dedicated and motivated German-Speaking Supervisor to join our client's team in Valencia, Spain.
In this role, you will oversee and guide a dynamic team, ensuring high levels of performance, customer satisfaction, and team motivation.
This is a great opportunity for an experienced professional looking to take on a leadership role in a vibrant international environment.
Working hours: Monday to Friday, 09.00 to 18.00 onsite.
This is a full-time role, 40 hours/week.
Key Responsibilities: 1. Team Management (30%) Monitor and report on team performance, including call and case handling.
Provide regular feedback to agents, focusing on individual performance improvement and motivation.
Lead and inspire your team to maintain high morale and low turnover rates.
Organize weekly meetings to review team performance, share updates on new procedures, and communicate upcoming changes.
Track and address the training needs of your team to enhance technical and communication skills.
Collaborate with the HR department in the recruitment process, participating in second-round interviews and advising on staffing needs.
Manage disciplinary actions effectively, in coordination with HR.
2. Organizational Responsibilities (20%) Organize and optimize team shifts.
Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
Address logistical issues, including office supplies and general working conditions.
Provide support during critical incidents, escalations, and customer complaints.
3. Incident Management (25%) Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
Maintain in-depth knowledge of customer-specific applications.
Ensure all contractual SLAs are consistently met.
4. Customer Contact (10%): p repare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.
5. Reporting (15%) : c ollect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.
Requirements: - Native proficiency in German and fluency in English (written and spoken).
- Strong IT knowledge, including Windows/MS Office and internet configuration.
- Proven sales experience and business acumen.
- Experience managing a sales team.
- Excellent communication skills and the ability to manage and implement change.
- Strong customer care expertise.
- Familiarity with IT platforms and applications.
- EU member state passport of a valid Spanish residence permit
