French Supervisor

Looking for an exciting and challenging opportunity in a young international and dynamic environment? Do you love talking to people and sales? Then this is the job for you! For one of the biggest names in Tech we are looking for an supervisor.

To handle a project 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

• Participate in the recruitment process close to HR Department giving an update from the needs and interviewing as a second interview the candidates who passed the HR interview

• 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%

• Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.

• Maintain l knowledge and expertise associated with applications specific to individual customers.

• Ensure contractual SLA is maintained

Customer Contact 10%

• Prepare Service Level Reviews and attend Service Level Review meetings.

• Maintain contact with the customer regarding cases, new procedures, applications, tools

Reporting 15%

• Collect metrics, analyze these and report to customer / management / quality team.

• Provide other reports to management, as needed.

• Knowledge & Key Skills required

Education/Knowledge

• Two Fluently spoken/written foreign languages // English compulsory other language as required by customer

• Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration

• Business knowledge and commercial awareness

Previous experience

• 6 months in a contact center environment

• IT knowledge

• High customer care knowledge

• Personal abilities

• Strong communication skills

• Ability to implement and manage change

Location

Barcelona (Spain)