Profesión:
Key User - Customer Service (m/f) 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.. 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 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 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 PLACE OF WORK: Barcelona / Spain APPLICATION-PROECESS: please sent your application via e-Mail to: ZAV.Outgoing-2@arbeitsagentur.de point of contact: Nicole Plener - Geforderte Anlagen: Lebenslauf, Zeugnisse

Nombre del empleador: Sellbytel Group Barcelona

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

Formulario de contacto: Sara Sánchez

Descripción breve del trabajo: Supervisores de secretaría

país: España

región: ESPAÑA

tipo de contrato: Jornada completa

educación requerida: Sin especificar

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