Supervisor (English) - Barcelona, España - David Kennedy Recruitment

David Kennedy Recruitment
David Kennedy Recruitment
Empresa verificada
Barcelona, España

hace 3 semanas

Isabel García

Publicado por:

Isabel García

beBee Recruiter
Descripción

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit an English speaking Supervisor to join their team.


Position:
Supervisor


Location:
Barcelona, Spain


Employment type:
Full-time


Remuneration:
Base salary + bonuses.


DUTIES AND RESPONSIBILITIES:


  • Monitor and report team performance
  • Give agents regular feedback on their individual performance
  • Motivate the team and control the turnover
  • 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
  • Participate in the recruitment process together with HR department
  • Manage all disciplinary issues effectively in communication with HR department
  • Identify current and future hiring needs and communicate timely to Management
  • Shift scheduling and communication to the team
  • Make sure that working processes & procedures are up to date
  • Offer support in critical problems (case escalations, emergencies, customer complaints)
  • Take care of logistic problems
  • Take incoming customer calls log call details onto call management systems, and provide response and resolution within SLA
  • Prepare Service Level reviews and attend Service Level Review meetings
  • Collect metrics, analyze these and report to customer / management / quality team
  • Provide other reports to management, as required.

REQUIREMENTS:


  • Native/fluent in English, both oral and written. Fluency in any other language is advantageous
  • Previous experience managing Tech Team (BPO) is needed
  • Business knowledge and commercial awareness
  • Customer service oriented with ability to emphasize and resolve issues addressed
  • Excellent communication skills
  • Leadership skills with ability to implement & manage change process
  • Follow the security rules of the company
  • Energetic and motivated selfstarter, capable of achieving the targets set
  • Resourceful and stress resilient personality that can adapt and remain calm in all situations.

BENEFITS:


  • Excellent remuneration package based on experience, skills and performance
  • Be part of a dynamic and creative team with positive and friendly atmosphere
  • Guidance and tools to reach your full potential
  • Medical insurance
  • Meal allowance
  • Relocation support.
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