Team Leader/supervisor
hace 5 meses
Position: Dutch Team Leader/Supervisor
Location: Barcelona, Spain
Employment type: Full-time
Remuneration: Base salary + bonuses.
**DUTIES AND RESPONSIBILITIES**:
- Monitor and report team performance
- Give agents regular feedback on their individual performance
- Motivate the team and control the turnover
- Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
- Keep track of each agent's training and training needs
- Participate in the recruitment process together with HR department
- Manage all disciplinary issues effectively in communication with HR department
- Identify current and future hiring needs and communicate timely to Management
- Shift scheduling and communication to the team
- Make sure that working processes & procedures are up to date
- Offer support in critical problems (case escalations, emergencies, customer complaints)
- Take care of logistic problems
- Take incoming customer calls log call details onto call management systems, and provide response and resolution within SLA
- Prepare Service Level reviews and attend Service Level Review meetings
- Collect metrics, analyze these and report to customer / management / quality team
- Provide other reports to management, as required.
**REQUIREMENTS**:
- Native/fluent in Dutch, both oral and written. Fluent in English. Fluency in any other additional language is advantageous
- Minimum 2 years' experience in same or similar role
- 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 potential
- Hybrid work model.
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