Job Description
Job Title: Sales Manager (German Speaking) - Onsite - HS03
Location: ESP Valencia - Av. d'Aragó, 30
Time Type: Full time
Job Description: The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
What you will do in this role: In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet.
As an Sales Manager on our team, you will:
Management 30%
Be responsible for all sales leads in our Valencia hub
Manage directly small team of sales agents
Monitor and report team performance (correct call treatment, case treatment…)
Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
Motivate as a team leader and site leader controlling turnover and retaining potential and motivated team members
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 to improve technical and phone communication’s skills
Participate in the recruitment process close to HR Department giving an update from the needs and interviewing as a second interview the candidates who passed the HR interview
Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics
Organisation 20%
Organise and optimise shifts
Changing agents’ settings in Symposium.
Make sure processes and procedures are up to date and adhered to take overflow calls / tickets.
Offer support in critical problems (case escalations, emergencies, customer complaints).
Take care of logistic problems (office supplies, general working conditions).
Incident Management 25%
Take incoming customer ca

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