Supervisor - French - Barcelona, España - JUJUR
Descripción
Position:
French 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, analyse these and report to customer / management / quality team
- Provide other reports to management, as required
REQUIREMENTS:
- Native/fluent in French, both oral and written. Fluent in English (at least B2 level)
- Business knowledge and commercial awareness
- Customer service oriented with ability to emphasize and resolve issues addressed
- Solid IT knowledge
- Excellent communication skills
- Leadership skills with ability to implement & manage change process
- 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
- Private health insurance
- Meal voucher
- 23 working days of paid annual leave
- Guidance and tools to reach your full potential
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