German-Speaking Supervisor in Valencia-Relocation Provided

hace 3 días

Valencia, Valencia, España Cross Border Talents A tiempo completo


Cross Border Talents is seeking a dedicated and motivated German-Speaking Supervisor to join our client's team in Valencia, Spain. In this role, you will oversee and guide a dynamic team, ensuring high levels of performance, customer satisfaction, and team motivation. This is a great opportunity for an experienced professional looking to take on a leadership role in a vibrant international environment.

Working hours: Monday to Friday, 09.00 to 18.00 onsite. This is a full-time role, 40 hours/week.

Key Responsibilities:

1. Team Management (30%)

  • Monitor and report on team performance, including call and case handling.
  • Provide regular feedback to agents, focusing on individual performance improvement and motivation.
  • Lead and inspire your team to maintain high morale and low turnover rates.
  • Organize weekly meetings to review team performance, share updates on new procedures, and communicate upcoming changes.
  • Track and address the training needs of your team to enhance technical and communication skills.
  • Collaborate with the HR department in the recruitment process, participating in second-round interviews and advising on staffing needs.
  • Manage disciplinary actions effectively, in coordination with HR.

2. Organizational Responsibilities (20%)

  • Organize and optimize team shifts.
  • Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
  • Address logistical issues, including office supplies and general working conditions.
  • Provide support during critical incidents, escalations, and customer complaints.

3. Incident Management (25%)

  • Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
  • Maintain in-depth knowledge of customer-specific applications.
  • Ensure all contractual SLAs are consistently met.

4. Customer Contact (10%): prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.

5. Reporting (15%): collect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.

Requirements:

- Native proficiency in German and fluency in English (written and spoken).

- Strong IT knowledge, including Windows/MS Office and internet configuration.

- Proven sales experience and business acumen.

- Experience managing a sales team.

- Excellent communication skills and the ability to manage and implement change.

- Strong customer care expertise.

- Familiarity with IT platforms and applications.

- EU member state passport of a valid Spanish residence permit



Package Details

Attractive salary

Performance bonus 

Relocation assistance: up to 500 EUR flight + assistance in finding accommodation

Permanent contract

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