Position: Supervisor

Location: Barcelona, Spain

Employment type: Full-time

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, analyze 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

- minimum 1 year of experience in a simular role

- 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

- Guidance and tools to reach your full potential

- Relocation package

- Meal allowance.

📌 Supervisor - Dutch - Barcelona
🏢 Empresa líder
📍 Barcelona