team leader with german

hace 2 semanas


Barcelona, Barcelona, España MST HOLDING A tiempo completo

MST Holding, grupo empresarial internacional líder en Business Process, Consultoría y Contact Center Multicanal, está seleccionando un/a nuevo/a Team Leader con alemán bilingüe/nativo para incoporarse a famoso cliente del sector impresoras.

FUNCIONES PRINCIPALES

· Atender dudas, consultas e incidentes de los agentes.

· Formaciones y reciclajes de los agentes.

· Auditar y supervisar la labor de los agentes para asegurar el cumplimiento de los objetivos, además de monitorización de los mismos.

· Detección de necesidades formativas de los agentes, así como propuestas de mejora.

· Participar y colaborar en los procesos de Evaluación del rendimiento, para fomentar el desarrollo de habilidades y competencias.

Informes diarios, puntuales y periódicos.

· Reuniones con cliente con excelente atención.

· Participar activamente en los procesos de Evaluación del rendimiento, fomentando el desarrollo de habilidades y competencias del equipo.

· Elaborar y presentar informes diarios, puntuales y periódicos sobre resultados, incidencias y avances.

· Mantener reuniones periódicas con el cliente para revisar indicadores, proponer mejoras y garantizar la satisfacción con el servicio, entre otras tareas derivadas del puesto.

REQUISITOS

· Experiencia mínima de 2 años en puestos de coordinación o supervisión en Call Center, preferiblemente en áreas de Atención al Cliente o HelpDesk técnico.

· Experiencia en la gestión de equipos de agentes: seguimiento de desempeño, formación, coaching y control de calidad.

· Habilidad para analizar indicadores de desempeño (KPI's) y elaborar informes operativos.

· Capacidad para gestionar incidencias y escalamientos con clientes de forma ágil y efectiva.

· Dominio de herramientas de Ticketing y CRM.

· Conocimientos del paquete Office (Excel, PowerPoint, Word).

· Excelentes habilidades de comunicación, liderazgo y resolución de problemas.

· Disponibilidad para trabajar en modalidad presencial.

· Idiomas: Alemán bilingüe/ nativo y español avanzado.

SE OFRECE

  • 39 horas semanales, de lunes a viernes, con un equilibrio real entre vida laboral y personal.

  • Contrato indefinido, aportando estabilidad y seguridad a largo plazo.

  • Salario anual: euros brutos/año+ bonus productividad y calidad.

  • Formar parte de una de las compañías más estables del sector de contact center, BPO y consultoría tecnológica.

-Buen ambiente laboral.



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