Dutch speaker Market Supervisor - Barcelona - SP

We are looking for a Project Supervisor to manage a team of agents. In this position you will
be responsible for leading a team of professionals who are doing both Customer Service and
Sales towards the customer's objectives in order to deliver results while reaching the SLA's.
Responsibilities:
• Management:
- Monitor and report team performance
- Give agents feedback on their individual performance preferably on a weekly basis
to improve and motivate their daily work
- Motivate as a team leader controlling turnover and retaining potential and
motivated team members
- Organize weekly meetings to give feedback on team performance, inform on new
procedures and upcoming changes
- Keep track of each agent's training and needs to improve technical and phone
communication skills
- Participate in the recruitment process close to HR Department giving an update from
the needs and conducting second interviews with the candidates who passed the
initial 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
- Recruit and motivate the team of agents
- Organize and optimize shifts
- Work with other colleagues to get overall view of the business and report to
stakeholders
• Incident Management:
- Take incoming customer calls in peak periods
- Maintain knowledge and expertise associated with applications specific to individual
agents to be able to offer support or step in.
- Ensure contractual SLA is maintained.
• Customer Contact:
- Prepare Service Level Reviews and attend Service Level Review meetings.
- Maintain contact with the customer regarding cases, new procedures, applications
and toolsSpotOn Connections Recruitment Solutions
Malta: +356 27 204 518 • Portugal: +351 300 509 001 • info@spotonconnections.com
Registered in Malta, Registration Number: C56344
• Reporting:
- Collect metrics, analyze and report to client / management / quality team.
- Provide other reports to management, as needed.
Requirements:
• Native level of Dutch + fluent in English.
• Previous experience as a Manager or a Team Leader in Customer Service and/or
Online Sales industries
• Working knowledge of different IT platforms, equipment and applications:
Windows/MS Office/ internet configuration
• Business knowledge and commercial awareness
• Strong communication skills
• Ability to implement and manage change
• Follow the security rules of the company
Benefits:
• Full time and indefinite contract
• Schedule: 39hrs/week, Monday - Friday from 09.00 to 18.00
• Attractive work environment
• Opportunity to be a part of an international and multinational company
• Office location in the center of Barcelona
To apply, please kindly send your CV to gisela@spotonconnections.com

Requirements:
• Native level of Dutch + fluent in English.
• Previous experience as a Manager or a Team Leader in Customer Service and/or
Online Sales industries
• Working knowledge of different IT platforms, equipment and applications:
Windows/MS Office/ internet configuration
• Business knowledge and commercial awareness
• Strong communication skills
• Ability to implement and manage change
• Follow the security rules of the company