Dutch speaking Project Supervisor
Spoton Connections
Barcelona, Catalonia, Spain
hace 2 días
source : JobsFactor

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.

Responsibilities :

  • Management :
  • 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
  • Incident Management
  • 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.
  • Customer Contact
  • Prepare Service Level Reviews and attend Service Level Review meetings.
  • Maintain contact with the customer regarding cases, new procedures, applications, tools
  • Reporting
  • 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
  • Requirements :

  • 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
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