Supervisor German

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a German speaking Supervisor for their Valencia office.

Position: Supervisor

Location: Valencia Spain

Employment type: Fulltime

Remuneration: Base salary bonuses.

DUTIES AND RESPONSIBILITIES:

• Monitor and report team performance
• Give agents regular feedback on their individual performance
• Motivate the team and control theturnover
• Organize weekly meetings to give feedback on team performance inform on new procedures upcoming changes
• Keep track of each agents 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 workingprocesses & 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 inGerman 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 selfstarter 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.