Housekeeping Supervisor

SportUp Personal Trainers; Málaga; Presencial; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

Una empresa dinámica y creativa busca un Líder de Equipo motivado y enérgico para supervisar y mejorar el rendimiento del equipo de atención al cliente. El candidato ideal debe tener experiencia previa en la gestión de equipos en un entorno de centro de llamadas, así como habilidades excepcionales en comunicación y liderazgo. Este puesto ofrece la oportunidad de formar parte de un equipo positivo y amigable, donde se valoran las contribuciones individuales y se proporcionan herramientas para alcanzar el máximo potencial. Si tienes pasión por el servicio al cliente y habilidades para resolver problemas, esta es la oportunidad perfecta para ti.

Servicios

Paquete de remuneración excelente basado en experiencia

Ambiente positivo y amigable

Herramientas para alcanzar tu máximo potencial

Formación

• Experiencia previa gestionando un equipo de soporte técnico en un centro de llamadas.
• Dominio del español o francés y nivel C1 de inglés.

Responsabilidades

• Responsable de la gestión del personal y el rendimiento del equipo.
• Organizar reuniones regulares para dar retroalimentación sobre el rendimiento.

Conocimientos

Gestión de equipos

Comunicación efectiva

Orientación al cliente

Resolución de problemas

Liderazgo

Adaptabilidad

Herramientas

MS Office

Windows

Descripción del empleo

Position : Team Leader / Supervisor

Employment type : Full-time

Remuneration : Base salary + bonuses

DUTIES AND RESPONSIBILITIES

• Take responsibility over the Staff Management (40%), Organization (30%) and Reporting (30%)
• Monitor and report team performance
• Give newly hired agents feedback on their individual performance to improve and motivate their daily work
• Keep track of each newly hired agent’s training and training needs to improve technical and phone communication skills
• Motivate team members to control turnover and retain potential and motivated team members
• Request management / HR Department / Quality team for assistance in any of the tasks
• 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
• Organize regular meetings to give feedback on team performance, inform on new procedures, and upcoming changes
• Make sure processes and procedures are up to date
• Offer support in critical problems (escalations, emergencies, agents and customers complaints)
• Perform other tasks / duties as assigned by management depending on service needs
• Propose changes in bonuses / reporting to management
• Back-up Team Supervisor fulfilling corresponding tasks during vacation or absence periods
• Report productivity metrics to the team and management daily
• Collect production and performance metrics from available sources daily and update Project Dashboard and Form A
• Analyze data and report to Supervisor and / or Program Manager
• Manage daily Form B updating it with new contracts signed and SEPAs signed
• Prepare weekly business review slides for management

REQUIREMENTS

• Native in Spanish or French, C1 level of English
• Previous experience managing a Tech Customer Support Team at a call center / contact center is needed
• Working knowledge of Windows, MS Office, internet configuration
• Business knowledge and commercial awareness
• Customer service-oriented with ability to emphasize and resolve issues addressed
• Leadership skills with ability to implement & manage change process
• Follow the security rules of the company
• 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 a positive and friendly atmosphere
• Guidance and tools to reach your full potential