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

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