Supervisor - Dutch Market - Barcelona, España - Webhelp

Webhelp
Webhelp
Empresa verificada
Barcelona, España

hace 1 día

Isabel García

Publicado por:

Isabel García

beBee Recruiter
Descripción

Location

  • Barcelona, Spain
    Language
  • Dutch***
    Description:
    Supervisor
  • 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 30%

  • Monitor and report team performance
  • Give agents feedback on their individual performance preferably on a weekly basis 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
  • 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 20%

  • Organize schedule
  • Updating agent ́s details in the system.
  • Make sure processes and procedures are up to date and followed by the team.
  • Offer support in critical problems.
  • Take care of logistic problems (office supplies, general working conditions).

Incident Management 25%

  • Ensure contractual SLA is maintained.

Customer Contact 10%

  • Prepare Service Level Reviews and attend Service Level Review meetings.

Reporting 15%

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

Requirements:


Education/Knowledge

  • Desirable: two fluently spoken/written foreign languages, English and any other language as required by customer
  • Business knowledge and commercial awareness

Personal abilities

  • Strong communication skills
  • Ability to implement and manage change
  • Follow the security rules of the company
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