Team Leader/supervisor - Malaga, España - David Kennedy Recruitment

David Kennedy Recruitment
David Kennedy Recruitment
Empresa verificada
Malaga, España

hace 2 semanas

Isabel García

Publicado por:

Isabel García

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Descripción

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Danish, Finnish, Norwegian or Swedish-speaking Supervisor to join their team.


Position:
Team Leader/Supervisor


Location:
Málaga, Spain


Employment type:
Full-time


Remuneration:
Base salary + bonuses.


DUTIES AND RESPONSIBILITIES:


  • Take responsibility over the Team Management 40%, Organization 30% and Reporting 30%
  • Monitor and report team performance
  • Give regular feedback on the agents' 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
  • 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
  • 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 in Danish, Finnish, Norwegian or Swedish both oral and written, C1 level of English
  • Previous experience managing a Tech Customer Support Team at a call center/contact center is needed
  • Working knowledge of Windows, MS Office, internet configuration
  • Business knowledge and commercial awareness
  • Customer serviceoriented 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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