Team Leader/supervisor

hace 2 semanas

Malaga, España David Kennedy Recruitment A tiempo completo

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Spanish or French-speaking Supervisor to join their team.

Position: Team Leader/Supervisor

Location: Málaga, Spain

Employment type: Full-time

Remuneration: Base salary + bonuses.

**DUTIES AND RESPONSIBILITIES**:

- Take responsibility over the Team Management 30%, Organization 20%, Incident Management 25%, Customer Contact 10% and Reporting 15%
- Monitor and report UK market team performance
- Give regular feedback on the agents' 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
- Schedule agents' shifts and notify them
- 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 in Spanish or French both oral and written, C1 level of English
- Previous experience managing a Tech Customer Support Team at a call center/contact center is needed
- Working knowledge of Windows, MS Office, internet configuration
- 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
- Medical insurance
- Meal allowance
- Relocation support.

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