Supervisor - Emea Market - Malaga, España - Webhelp

Webhelp

Empresa verificada

Malaga, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

Location

Málaga, Spain
Language
English***
Description:Do you want to take your career to the next level?
If you're a bold, strongminded, eager to learn individual who won't take no for an answer, our Barcelona 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

Management

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
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

Organization

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).

Incident Management

Ensure contractual SLA is maintained.

Customer Contact

Prepare Service Level Reviews and attend Service Level Review meetings.

Reporting

Collect metrics, analyze these and report to customer / management / quality team.
Provide other reports to management, as needed.

Requirements:

Good level of English
IT knowledge
High customer care knowledge
Strong communication skills
Ability to implement and manage change

We offer

Fulltime (39 hours/week) and longterm contract
Schedule: M-F 09:00 to 18:00
Salary: euros gross/year + up to 8.000 euros gross/year in bonus
Food/restaurant card included
Internal Development Program
Opportunity to join an international team
Starting date: Immediate
Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)

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 period of holiday entitlement is fixed by mutual agreement between the company and the employee.

RRQ EMEA