Position: Supervisor

Location: Barcelona, Spain

Employment type: Full-time

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
• Maintain knowledge and expertise associated with applications specific to customers
• Prepare Service Level reviews and attend Service Level Review meetings
  
• Maintain contact with the customers regarding cases, new procedures, applications, tools
• Collect metrics, analyze these and report to customer / management / quality team
• Provide other reports to management, as required.

REQUIREMENTS:

• Native/fluent in Dutch, both oral and written. Fluent in English (at least B2 level)
• Working knowledge of IT Platform, equipment, and applications: Windows, Microsoft Office package, internet configuration
• Business knowledge and commercial awareness
• Customer service oriented with ability to emphasize and resolve issues addressed
• Solid IT knowledge
• Excellent communication skills
• Strong leadership skills with ability to implement & manage change process
• minimum 1 year of experience in a simular role
• Energetic and motivated self-starter, 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
  
• Relocation package
• Meal allowance.