French Speaking Supervisor - Barcelona, España - Webhelp

Webhelp

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Location

Barcelona, Spain
Language
French***
Description:
Supervisor

We are looking for a Supervisor to one of our projects, 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 (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 20%

Organize and optimize shifts
Changing agents' settings in Symposium.
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 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.
Knowledge & Key Skills required

What we offer:

Shift: 39 hours/week from Monday
Friday from 09:00 18:00
Salary: 26 000,0Euros gross/year + up to 9.000 Euros gross/year in bonus
Meal voucher
Permanent contract
Ongoing training
Diverse growth opportunities
Start date: Immediate
Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)

Requirements:

Native level of French and Advanced level of English
Business knowledge and commercial awareness
IT knowledge
High customer care knowledge
Strong communication skills
Ability to implement and manage change
The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

RRQ FRANCE