Job DescriptionJob Title: Sales Manager (German Speaking) - Onsite - HS03Location: ESP Valencia - Av. d'Aragó, 30Time Type: Full timeJob 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 hubManage directly small team of sales agentsMonitor 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 workMotivate as a team leader and site leader controlling turnover and retaining potential and motivated team membersOrganize weekly meetings to give feedback on team performance, inform on new procedures,



upcoming changesKeep track of each agent’s training and training needs to improve technical and phone communication’s skillsParticipate 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 interviewManage 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 metricsOrganisation 20%Organise and optimise shiftsChanging 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 calls (via telephone, email

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📍 Madrid