David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Dutch speaking Supervisor for their Barcelona office.Position: SupervisorLocation: Barcelona, SpainEmployment type: Full-timeRemuneration: Base salary + bonuses.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, analyse 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
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
