team leader with german
hace 2 semanas
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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