We are looking for a Project Supervisor to manage a team. In this position you will be responsible for leading a team of professionals who are doing both Customer Service and Sales towards the customer's objectives in order to deliver results while reaching the SLA's.
Monitor and report team performance
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
Recruit and motivate team of agents
Organize and optimize shifts
Work with other collages to get overall view of business and report to steakholders
Take incoming customer calls in peak periods to provide response and resolution within SLA.
Maintain knowledge and expertise associated with applications specific to individual agents to be able to offer support or step in.
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.
What benefits we ll offer you...
Full time and indefinite contract
Schedule : 39hrs / week, Monday - Friday from 09.00 to 18.00
Attractive work environment
Opportunity to be a part of an international and multinational company
Office location in the center of Barcelona
Native level of Dutch + fluent in English.
Previous experience as a Manager or a Team Leader in the Customer Service and / or Online Sales industries
Working knowledge of IT Platform, equipment, and applications : Windows / MS Office / internet configuration
Business knowledge and commercial awareness
Strong communication skills
Ability to implement and manage change
Follow the security rules of the company