Supervisor - Dutch Market

hace 6 días

Barcelona, España Webhelp A tiempo completo

**Location**
- Barcelona, Spain**Language**
- Dutch***

**Description**:
**Supervisor**
- 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
- Give agents feedback on their individual performance preferably on a weekly basis 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
- 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 schedule
- Updating agent´s details in the system.
- Make sure processes and procedures are up to date and followed by the team.
- Offer support in critical problems.
- 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.

**Requirements**:
**Education/Knowledge**
- Desirable: two fluently spoken/written foreign languages, English and any other language as required by customer
- Business knowledge and commercial awareness

**Personal abilities**
- Strong communication skills
- Ability to implement and manage change
- Follow the security rules of the company
- RRQ23-002131-1-NETHERLANDS

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