Native German Supervisor In Valencia

Requirements:

• Proficient or bilingual in German and fluent in English.
• Working knowledge of IT platforms equipment and applications including Windows MS Office and internet configuration.
• Sales experience with a strong understanding of business concepts and commercial awareness.
• Solid IT knowledge and high customer care expertise.
• Experience managing a sales team.
• Strong communication skills and the ability to implement and manage change.
• Adherence to company security policies and procedures.

Key Responsibilities:

Management (30%)

• Monitor and report team performance ensuring correct handling of calls and cases.
• Provide regular feedback to agents on their performance ideally on a weekly basis to enhance motivation and productivity.
• Lead and motivate the team focusing on reducing turnover and retaining talented team members.
• Organize weekly meetings to discuss team performance share updates on procedures and communicate upcoming changes.
• Track each agents training and development needs to improve their technical and communication skills.
• Collaborate with the HR department during the recruitment process by providing updates on team needs and conducting second interviews for suitable candidates.
• Effectively manage disciplinary issues coordinating with HR for formal actions as necessary.
• Request the hiring of new agents based on team metrics to ensure adequate staffing.

Organization (20%)

• Organize and optimize shift schedules for the team.
• Ensure all processes and procedures are current and adhered to including overflow calls and tickets.
• Provide support in critical situations such as escalated cases emergencies and customer complaints.
• Address logistical issues related to office supplies and general working conditions.

Incident Management (25%)

• Handle incoming customer calls via various channels (telephone email voicemail etc.) logging details into the call management system and ensuring responses are provided within the SLA.
• Maintain expertise in applications specific to individual customers to ensure effective support.
• Ensure compliance with contractual SLAs.

Customer Contact (10%)

• Prepare Service Level Reviews and attend related meetings to discuss performance and improvements.
• Maintain regular contact with customers regarding cases updates on procedures and any new applications or tools.

Reporting (15%)

• Collect and analyze metrics to report on team performance to management customers and the quality team.
• Provide additional reports as needed to support management decisionmaking.

Workplace: Onsite

Remote Work :

No