French Speaking Team Leader - Barcelona, España - Webhelp

Webhelp

Empresa verificada

Barcelona, España

hace 1 semana

Publicado por:

Isabel García

beBee Recruiter

Location

Barcelona, Spain
Language
French***
Description:
Brief overview of Role:
An organized and good communicator, able to handle a team in the project. Being responsible for meeting PROJECT client KPIs and needs. Leading his own team to be able to deliver the service asked.

In this job you will be responsible for such tasks as:

Staff Management

Monitor and report team performance
Give newly hired agents feedback on their individual performance to improve and motivate their daily work.
Keep track of each newly hired agent's training and training needs to improve technical and phone communication's skills.
Motivate as a team leader controlling turnover and retaining potential and motivated team members.
Request management / HR Department / Quality team for assistance in any of the tasks.
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 regular meetings to give feedback on team performance, inform on new procedures, upcoming changes
Make sure processes and procedures are up to date
Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
Offer support in critical problems (escalations, emergencies, agents and customers complaints).
Perform other tasks/duties as assigned by management depending on service needs
Propose changes in bonuses / reporting to management
Backup Team Supervisor fulfilling corresponding tasks during vacation or absence periods

Reporting

Report productivity metrics to the team and management daily
Collect production and performance metrics from available sources daily and update Project Dashboard.
Analyze data and report to Supervisor and/or Program Manager.
Manage daily the project plan updating it with new contracts signed and SEPAs signed
Prepare weekly business review slides for management

Minimum required skills

Advantages

We will offer you:

Full time position, 39 hours per week, permanent contract
Working schedule: Mon-Fri 09:00 to 18:00
Salary: euros gross/year plus up to 4.000 euros gross/year in bonus
Ongoing training
Internal Development Program.
Opportunity to join an international team.
Start date: Immediate
Receive a bonus for referring your friends
Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)
The period of holiday entitlement is fixed by mutual agreement between the company and the employee. RRQ FRANCE