Supervisor - EMEA market
Webhelp Spain
Málaga, Andalucía, Spain
hace 5 días
source : Top Language Jobs

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 Málaga 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

  • 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
  • Participate in the recruitment process close to HR Department giving an update from the needs and interviewing as a second interview the candidates who passed the HR interview
  • 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 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).
  • Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.
  • Maintain l knowledge and expertise associated with applications specific to individual customers.
  • Ensure contractual SLA is maintained.
  • Prepare Service Level Reviews and attend Service Level Review meetings.
  • Maintain contact with the customer regarding cases, new procedures, applications, tools
  • Collect metrics, analyze these and report to customer / management / quality team.
  • Provide other reports to management, as needed.
  • We offer

  • Full-time (39 hours / week) and long-term contract
  • Schedule : M-F 09 : 00 to 18 : 00
  • Salary : 24.500 euros gross / year + up to 8.000 euros gross / year in bonus
  • Internal Development Program
  • Opportunity to join an international team
  • Requirements

  • Good level of English
  • Fluent in Dutch or Flemish or Swedish or Danish or Norwegian
  • IT knowledge
  • High customer care knowledge
  • Strong communication skills
  • Ability to implement and manage change
  • 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 recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation

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