Supervisor - Emea Market

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

**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 Barcelona office has an exciting opportunity for YOU**Our company**

At Webhelp, we make everyone matter. For you. For our brands. And for the hundreds of thousands of customers we look after. Webhelp is 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 Webhelp 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**

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**
- 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**
- Organize and optimize shifts
- Changing agents' settings
- 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**
- Ensure contractual SLA is maintained.

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

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

**Requirements**:

- Good level of English- IT knowledge
- High customer care knowledge
- Strong communication skills
- Ability to implement and manage change

**We offer**
- Full-time (39 hours/week) and long-term contract
- Schedule: M-F 09:00 to 18:00
- Salary: 27.000 euros gross/year + up to 8.000 euros gross/year in bonus
- Food/restaurant card included
- Internal Development Program
- Opportunity to join an international team
- Starting date: Immediate
- Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)*

**Why apply**
- A large variety of discounts with our partners
- Free weekly and after work activities
- We promote intercompany mobility to work at any of our sites around the world. We have more than 140 locations in over 35 countries
- Real growth opportunities to progress
- New and modern office in the center area
- Receive a bonus starting from 300 euros for referring your friends

**Career opportunities**

If you are interested in growth, our high performers can move to our back office logistics team, our social media team, become a trainer/mentor, quality analyst, or move into management.- The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

RRQ23-003967-1-EMEA