Dutch speaking Project Supervisor
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 motivatetheir 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 andinterviewing 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 BarcelonaRequirements:- 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
Barcelona, Catalonia, ES
|Puesto de trabajo:||Dutch speaking Project Supervisor|
|Añadido el:||21. 11. 2021
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