English Speaking

**Location**
- Málaga, Spain**Language**
- English***

**Description**:
**Why join us?**

Are you enthusiastic about creating memorable experiences? Then come join us at Webhelp and work with energetic people who strive to enjoy every day.

We are looking for an** English speaking -Supervisor **to join our exciting projects, with leading brands from tech, finance, travel, fashion, healthcare, and many more industries.

**What we offer you**

You will be trained and constantly guided by your managers and your team. You will learn new processes, develop your language and communication skills, as well as work in a digital environment, with some of the most innovative technologies on the market.

What you will learn with us will make you a valuable member of our team or any other team.

**Your benefits at Webhelp**:

- Full-time contract: 39 hours/week.
- Monday - Friday from 09:00 to 18:00.
- Competitive salary and performance bonus
- Restaurant tickets.
- Great office location in Malaga.
- Friends hunting (referral) bonus.
- Full paid training about the company and the project you will be working on.
- Career development program and specialized courses.
- Opportunities for a career abroad through the Webhelp International Mobility Program.

**What you’ll experience at Webhelp**

As an **Supervisor **in our team, you will:
**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.
- Two Fluently spoken/written foreign languages // English compulsory - other language as required by customer.

**We’ll be a great match if you**:

- Have a native level of English.
- Come with business knowledge and commercial awareness.
- Possess the ability to implement and manage change.
- Have strong problem-solving and troubleshooting skills with ability to influence at all levels within an account.
- Share our values of commitment, unity, integrity, recognition, and WOW.

**Don’t meet every single requirement?**

**Who we are**

Webhelp is a people-first company and a global leader in the BPO industry. With more than 100 nationalities, Webhelp Spain is one of the main multilingual centers of the Group. We focus on creating memorable customer experiences and developing business solutions adapted to each company. We enhance the value of the most innovative brands by combining intelligence and emotion to make business more human.

**If this sounds like you, join us at Webhelp**

**Webhelp is an equal-opportunity employer