French Speaking Supervisor in the Tech Industry in Barcelona, Spain

• Location – Barcelona
• Job type – Permanent
• Discipline – Sales
• Reference – 35871
• Contact Name – Laura Montiel

Job description

Our partner is looking for a supervisor for one of its projects. He will be responsible for the client’s objectives and will lead the team in order to provide the requested service and achieve the SLAs.

Responsibilities

Management 30%

1. Control and report the team’s performance (correct treatment of calls, treatment of cases…)
2. Give agents feedback on their performance, preferably every week, to improve and motivate their daily work.
3. Motivate as a team leader by controlling turnover and retaining potential and motivated team members.
4. Organize weekly meetings to give feedback on team performance, and inform about new procedures and upcoming changes.
5. Track each agent’s training and training needs to improve technical skills and telephone communication.
6. Participate in the recruitment process in collaboration with the human resources department by taking stock of the needs and re-interviewing candidates who have passed the interview with the human resources department.
7. Effectively manage all disciplinary issues (with an oral warning and by asking HR for a written warning).
8. Ask the management to recruit new agents, either to replace or to complete the team, using concrete criteria.

Organisation 20%

• Organize and optimize working hours
• Edit agent settings in Symposium.
• Ensure processes and procedures are up to date and adhered to
• Take overflow calls/tickets.
• Provide support for critical issues (case escalations, emergencies, customer complaints).
• Take charge of logistical problems (office equipment, general working conditions).

Incident management 25%

1. Take incoming customer calls (via phone, email, voicemail, pager, or other automated alerts), log call details on call management systems, and
2. provide response and resolution within SLA.
3. Maintain knowledge and expertise associated with individual customer-specific applications.
4. Ensure that the contractual service level agreement is respected.

Contact client 10%

• Prepare service-level reviews and participate in service-level review meetings.
• Maintain contact with the client regarding cases, new procedures, applications and tools.

Reports 15%

• Collect metrics, analyze and report to customer/management/quality team.
• Provide other reports to management as required.
• Key knowledge and skills required

What we offer:

• Hours: 39 hours a week, Monday to Friday, 9:00 a.m. to 6:00 p.m.
• Salary: 22,500.00 Euros gross/year + up to 4,000 Euros gross/year bonus
• Meal card
• Health insurance
• Permanent contract
• Formation continue
• Various development opportunities
• Start date: Immediate
• Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and prorated to the time worked)*.

Requirements:

• French mother tongue level and advanced level of English.
• Working knowledge of IT platforms, equipment and applications: Windows/MS Office/internet configuration
• Trade knowledge
• Computer knowledge
• In-depth knowledge of customer service
• Strong communication skills
• Ability to implement and manage change

The recruitment processes and those involved in them (recruiters and project managers) will not discriminate against an application on the basis of age, disability, ethnic origin, marital status, sex, nationality, ideology, politics, race, religion and sexual orientation.

The period of vacation entitlement is set by mutual agreement between the company and the employee. Attention: You must have the legal documentation prior to the application (European passport or work VISA for the country where you are applying).

I inform you that without one of these two documents, I will not be able to help you in your job search because our partners and we do not provide an administrative assistant to acquire them, and they are mandatory to create an employment contract.

A propos de Multilingual Jobs Worldwide :

We are a leading multilingual recruitment agency, connecting European talent with companies worldwide. Multilingual Jobs Worldwide is Europe’s leading language recruitment agency, connecting the most exciting jobs with multilingual talent.

Over the past two years, we have recruited and helped over 1000 multilingual speakers find their dream job with our partners in over 28 countries.

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