Native German Supervisor in Valencia
Native German Supervisor in Valencia
Posted on :
03-12-2024
Employer Active
1 Vacancy
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Job Description
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
Employment Type
Full Time
Key Skills
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