Profesión: Key User - Customer Service Arbeitsort: Barcelona

descripción del trabajo:
We are looking for a Key User with languages for our project working with one of the leaders in the IT sector to handle and lead the team in order to deliver the service asked and reach the SLAs. The Coordinator has the following main responsibilities: -Manage Agents' performance through continuous supervision in order to improve quality and efficiency -Give Agents feedback on their individual performance and team performance -Organize training with quality for new and existing agents -Keep track of each agent's training and training needs -Participate in the recruitment process close to HR Department -Manage all disciplinary issues effectively -Organize and optimize shifts and distribute and balance workload over the agents. -Review processes and procedures with quality on a regular timeframe -Analyse reporting data and come up with structure improvements suggestions (misrouted, TCE, claim, etc...). -Review the escalations made by the agent -Collect metrics, analyse these and report to management / quality: KPIs, Escalations, Monitoring, etc.. We offer -Full-time and long-term contract -Salary: 16470.15 Eur gross/year + 3000 Eur gross/year in bonus -Internal Development Program -Free Spanish/Catalan certified lessons -Relocation Package provided Requirements: -Excellent/Native level of German -Fluent English -Knowledge of Windows/MS Office/ internet configuration -Previous experience at least one year in a Contact Center environment -High customer care skills and the ability to deal with client's and company's requirements -Strong people management skills and capacity to motivate and inspire people -Good organizational capacity _The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation - Geforderte Anlagen: IF YOU ARE INTERESTED, PLEASE, SEND YOUR CV TO HR_Recruiters@sellbytel.es WITH REFERENCE: EURESGermany.POST-Key; Kenntnisse und Fertigkeiten: Kundendienst

Nombre del empleador: SELLBYTEL Group

Dirección del empleador: Avenida Diagonal 197, E-08018 Barcelona, Spanien

Formulario de contacto: Sara Sánchez

Número de teléfono del empleador: +34 93 4005000

Descripción breve del trabajo: Asistentes de venta de tiendas y almacenes

país: España

región: ESPAÑA

Duración del contrato: Indefinido

tipo de contrato: Jornada completa

educación requerida: Sin especificar

experiencias: Se precisa

Fuente de ofertas de trabajo.: BA, Servicios Públicos de Empleo, Alemania

Como buscar: Otros (véase la descripción)

Moneda de salario: EUR

Periodo de salario: Mensualmente

Salario de impuestos: Bruto