French Speaking Supervisor to Malaga, Spain

hace 4 semanas


Malaga, España Multilingual Jobs Worldwide A tiempo completo

French speaking Supervisor to Malaga, Spain

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

Málaga

**Discipline**
- Customer Service**Reference**

36669

**Contact Name**

Arthur Gleyze

**Job description**:
**Do you want to take your career to the next level? If you're a bold, strong-minded, eager to learn individual who won't take no for an answer, our client's Málaga office has an exciting opportunity for YOU**

**Our client**:
Our client makes everyone matter. For you. For our brands. And for the hundreds of thousands of customers they look after. They are the European Market leader in the business solutions provider industry and is made up of inspiring individuals buzzing to create excellent customer experiences for some of the world's most exciting brands. If you're up for it, you'll join a high-performing team that you can be proud of and create meaningful moments, moments that matter to customers and clients.

**Life at their office Spain**:

- Working with adventurous people from over 29 nationalities
- Personal and professional development
- A great work environment, a dynamic and young approach, with true career opportunities

**Your role**:
You are going to handle a project being responsible of the customer objectives and leading the team in order to deliver the service asked and reaching the SLA’s Accountabilities

**Management 30%**
- Monitor and report team performance (correct call treatment, case treatment...)
- Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
- Motivate as a team leader controlling turnover and retaining potential and motivated team members
- 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 to improve technical and phone communication’s skills
- Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
- Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics

**Organization 20%**
- Organize and optimize shifts
- Changing agents’ settings in Symposium.
- Make sure processes and procedures are up to date and adhered to take overflow calls / tickets.
- Offer support in critical problems (case escalations, emergencies, customer complaints).
- Take care of logistic problems (office supplies, general working conditions).

**Incident Management 25%**
- Ensure contractual SLA is maintained.

**Customer Contact 10%**
- Prepare Service Level Reviews and attend Service Level Review meetings.

**Reporting 15%**
- Collect metrics, analyze these and report to customer / management / quality team.
- Provide other reports to management, as needed.

**Knowledge & Key Skills required**
- Education/Knowledge
- Two Fluently spoken/written foreign languages = French & Spanish + Fluent English
- Business knowledge and commercial awareness

**Previous experience**
- IT knowledge
- High customer care knowledge

**Personal abilities**
- Strong communication skills
- Ability to implement and manage change

**What benefits we´ll offer you...**
- Full-time position, no weekends, no nights
- Long-term contract
- Relocation Package
- Lots of discounts with our partners
- Free after work activities
- Growth opportunities to progress
- New and modern office located where the action is

**Multilingual Jobs Worldwide**
- We are a leading multilingual recruitment specialist agency, with businesses from all over the world, connecting talent from Germany, France, Netherlands, Belgium, Italy, Spain, and more.
- Multilingual Jobs Worldwide is a leading language recruitment agency in Europe, matching the most exciting jobs with multilingual talent. We have offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.


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