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Team Leader/supervisor

hace 2 semanas

Malaga, España JUJUR A tiempo completo

Position: Team Leader/Supervisor

Location: Málaga, Spain

Employment type: Full-time

Remuneration: Base salary + bonuses.

**DUTIES AND RESPONSIBILITIES**:

- Take responsibility over the Staff Management 40%, Organization 30% and Reporting 30%
- Monitor and report team performance
- Give newly hired agents feedback on their individual performance to improve and motivate their daily work
- Keep track of each newly hired agent’s training and training needs to improve technical and phone communication’s skills
- Motivate as a team leader controlling turnover and retaining potential and motivated team members
- Request management / HR Department / Quality team for assistance in any of the tasks.
- 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
- Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes
- Make sure processes and procedures are up to date
- Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
- Offer support in critical problems (escalations, emergencies, agents and customers complaints).
- Perform other tasks/duties as assigned by management depending on service needs
- Propose changes in bonuses / reporting to management
- Back-up Team Supervisor fulfilling corresponding tasks during vacation or absence periods
- Report productivity metrics to the team and management daily
- Collect production and performance metrics from available sources daily and update Project Dashboard and Form A
- Analyze data and report to Supervisor and/or Program Manager.
- Manage daily Form B updating it with new contracts signed and SEPAs signed
- Prepare weekly business review slides for management

**REQUIREMENTS**:

- Native in Spanish or French, 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.