French Speaking Supervisor in The Tech Industry in

hace 2 meses


Barcelona, España IT Jobs Worldwide A tiempo completo

French Speaking Supervisor in the Tech Industry in Barcelona, Spain

**Job details**:
**Location**

Barcelona

**Discipline**
- Sales**Reference**

35871

**Contact Name**

Laura Montiel

**Job description**:
Superviseur

Notre partenaire recherche un superviseur pour l'un de ses projets. Il sera responsable des objectifs du client et dirigera l'équipe afin de fournir le service demandé et d'atteindre les SLA.

Responsabilités

Gestion 30%
- Contrôler et rapporter les performances de l'équipe (traitement correct des appels, traitement des cas...)
- Donner aux agents un retour sur leurs performances individuelles, de préférence sur une base hebdomadaire, afin d'améliorer et de motiver leur travail quotidien.
- Motiver en tant que chef d'équipe en contrôlant la rotation et en retenant les membres potentiels et motivés de l'équipe.
- Organiser des réunions hebdomadaires pour donner un feedback sur les performances de l'équipe, informer sur les nouvelles procédures et les changements à venir.
- Suivre la formation de chaque agent et les besoins de formation pour améliorer les compétences techniques et la communication téléphonique.
- Gérer efficacement tous les problèmes disciplinaires (avec un avertissement oral et en demandant aux RH un avertissement écrit).
- Demander à la direction de recruter de nouveaux agents, soit pour remplacer, soit pour compléter l'équipe, en utilisant des critères concrets.

Organisation 20%
- Organiser et optimiser les horaires de travail
- Modifier les paramètres des agents dans Symposium.
- S'assurer que les processus et procédures sont à jour et respectés
- Prendre les appels / tickets de débordement.
- Offrir un soutien en cas de problèmes critiques (escalades de cas, urgences, plaintes des clients).
- Prendre en charge les problèmes logistiques (martériel de bureau, conditions générales de travail).

Gestion des incidents 25%
- S'assurer que l'accord de niveau de service contractuel est respecté.

Contact client 10%
- Préparer les révisions des niveaux de service et participer aux réunions de révision des niveaux de service.

Rapports 15%
- Recueillir des mesures, les analyser et en rendre compte au client / à la direction / à l'équipe qualité.
- Fournir d'autres rapports à la direction, selon les besoins.
- Connaissances et compétences clés requises

Ce que nous offrons:

- Horaires : 39 heures/semaine du lundi au vendredi de 09h00 à 18h00.
- Salaire : 22.500,00 Euros brut/an + jusqu'à 4.000 Euros brut/an de bonus
- Carte repas
- Assurance santé
- Contrat permanent
- Formation continue
- Diverses opportunités d'évolution
- Date de début : immédiate
- Vacances : 23 jours ouvrables de congés annuels payés (générés sur la base de l'année civile et au prorata du temps travaillé)*.

Exigences:

- Niveau de langue maternelle française et niveau avancé d'anglais.
- Connaissance en commerce
- Connaissance de l'informatique
- Connaissance approfondie du service clientèle
- Solides compétences en communication
- Capacité à mettre en œuvre et à gérer le changement- La période de droit aux vacances est fixée d'un commun accord entre l'entreprise et le salarié.

A propos de Multilingual Jobs Worldwide:
Nous sommes une agence spécialisée dans le recrutement multilingue de premier plan, mettant en relation des talents européens avec des entreprises du monde entier.

Multilingual Jobs Worldwide est une agence de recrutement linguistique de premier plan en Europe, qui met en relation les emplois les plus passionnants avec les talents multilingues. Au cours des deux dernières années, nous avons recruté et aidé plus de 1000 locuteurs multilingues à trouver l'emploi de leurs rêves chez nos partenaires dans plus de 28 pays différents.



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