Live Supervisor - Barcelona, España - Webhelp

Webhelp
Webhelp
Empresa verificada
Barcelona, España

hace 3 semanas

Isabel García

Publicado por:

Isabel García

beBee Recruiter
Descripción

Location

  • Barcelona, Spain
    Language
  • English***
    Description:
    Management
  • Coach/mentor team to be efficient and highly skilled.
  • Lead and support the team on sales activities, recognizing opportunities and pushing them to fulfil their highest potential.
  • Give agents individual feedback on a regular, weekly and monthly basis to improve performance and motivate them.
  • Organize regular team meetings to give feedback and inform people about new procedures and upcoming changes.
  • Ensure contractual SLA is maintained.
  • Controlling turnover and retaining talents while working on improving the performance of the team members.
  • Work with higher management to replace based on performance/achievements or to ramp up or down the team using forecasting metrics.
  • Hold regular, weekly/monthly meetings with stakeholders to review the performance.
  • Identify knowledge, communication and technical gaps to develop action plans and training to fulfill them.
  • Manage all disciplinary issues effectively (with oral warnings and requesting HR with written ones).

Organization

  • Work with colleagues to get a helicopter view of the business and report to stakeholders.
  • Organize and optimize shifts based on analysis of customer data.
  • Handle IT and Facilities requests for the project and the team using a ticketing system.
  • Participate in the recruitment process alongside the manager and HR department.

Live Events and Filming

  • Working close together with the client to plan and develop an event roadmap.
  • Collaborating with the client and team on writing and signing off scripts.
  • Motivating, preparing, and directing the team for presentations.
  • Setting up, managing, and training on the technology for filming and broadcasts.
  • Ensuring smooth processes for live events and troubleshooting to ensure broadcast stability.

Reporting

  • Collect metrics, analyze these and report to customer / management / quality team.
  • Provide other reports to management, as needed.
  • Creation and delivery of highquality presentations.
  • Reporting and analyzing live events to identify areas for improvement.
  • Running analyses in Excel to support and improve the sales performance of the team.

Knowledge & Key Skills required

  • Mandatory fluent in English plus one European language.
  • Business knowledge and commercial awareness.

Personal abilities

  • Strong communication skills.
  • Ability to implement and manage change.
  • Follow the security rules of the company.
  • Willing to adapt to a changing environment as per the client's needs.
  • Desirable previous experience as a supervisor.
  • High social competence, team worker.
  • Inspiring personality, lead by example

What can you expect from us?

  • Full time position, 39 hours per week
  • Working schedule: Mon. to Fri., 11:00 20:00
  • Salary: Euros gross/year + up to 4.000 Euros gross/year
  • Permanent contract
  • Full paid training (mon to fri 09:00h to 18:00h), covering all product knowledge necessary
  • Extensive training on market leading products, personal development programs and mentoring to fully develop skills.
  • Good career prospects in a reputable company which rewards serious and hard workers.
  • Start date: Immediate.
- 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)*
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