Team Leader

hace 5 días

Barcelona, España David Kennedy Recruitment A tiempo completo

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit French speaking Team Leader (Customer Support) for their Barcelona office.

Position: Team Leader (Customer Support)

Location: Barcelona, Spain

Employment type: Full-time

Remuneration: Base salary + bonuses.

**DUTIES AND RESPONSIBILITIES**:

- Monitor and report on team performance
- Give agents feedback on their individual performance to improve
- Keep track of each newly hired agent's training and training needs to improve technical and phone communication's skills
- Control employee turnover and retain work potential & motivated team members
- Manage all disciplinary issues effectively
- Organize regular meetings to give feedback on team performance, inform on new procedures and upcoming changes
- 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
- Propose changes in bonuses / reporting to management
- Replace / cover Team Supervisor duties during his / her vacation or absence periods.

**REQUIREMENTS**:

- Native/fluent in French, both oral and written. Fluent in English (at least B2/C1 level)
- Previous experience in customer support roles is mandatory
- Previous experience in managing customer support teams is a must, ideally in BPO environment
- Well organized and able to manage workload for him/herself and the team
- Excellent communication skills (verbal and written)
- Flexibility, initiative, willingness to drive change
- Persuasive personality
- Ability to handle high volumes of work in dynamic environment
- Analytical with sound attention to detail
- Excellent problem solving and decision-making capabilities.

**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.

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