Job title:
Supervisor (Dutch)
Company:
David Kennedy Recruitment
Job description
David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Dutch speaking Supervisor for their Barcelona office.Position: SupervisorLocation: Barcelona, SpainEmployment type: Full-timeRemuneration: Base salary + bonuses.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, analyse 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
- 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.
Expected salary
Location
Barcelona
Job date
Thu, 10 Apr 2025 05:25:51 GMT
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