Supervisor Role for Sales Team in Barcelona

• Location – Barcelona
• Job type – Permanent
• Discipline – Sales
• Reference – 35505
• Contact Name – Jennifer Patzl

Job description

Do you speak German? Are you passionate about IT World? Do you want to work in sunny Valencia leading an amazing sales team?

Our Company

Our clients belong to the top 500 business companies
in the sectors of IT, telecommunications, e-commerce, automotive, and financial services.

We are a multicultural company collaborating with employees from over 29 different nationalities. We offer a great work environment, modern offices, a dynamic and young approach, with true career opportunities.

Your role as a Supervisor

Management 30%

1. Monitor and report team performance (correct call treatment, case treatment…)
2. Give agents feedback on their performance, preferably on a weekly basis to improve and motivate their daily work.
3. Motivate as a team leader controlling turnover and retaining potential and motivated team members
4. Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
5. Keep track of each agent’s training, and training needs to improve technical and phone communication skills
6. Participate in the recruitment process close to HR Department, giving an update on the needs and interviewing as a second interview the candidates who passed the HR interview
7. Manage all disciplinary issues effectively (with oral warnings and requesting HR with written ones)
8. Ask management to hire a new agent(s) to substitute or complete the team using concrete metrics.

Organization 20%

• Organize and optimize shifts
• Changing agents’ settings in Symposium.
• Make sure processes and procedures are up to date and adhered to take overflow calls/tickets.
• Offer support in critical problems (case escalations, emergencies, customer complaints).
• Take care of logistic problems (office supplies, general working conditions).

Incident Management 25%

• Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.
• Maintain l knowledge and expertise associated with applications specific to individual customers.
• Ensure contractual SLA is maintained.

Customer Contact 10%

• Prepare Service Level Reviews and attend Service Level Review meetings.
• Maintain contact with the customer regarding cases, new procedures, applications, tools.

Reporting 15%

• Collect metrics, analyze these and report to customer/management/quality team.
• Provide other reports to management as needed.

Why apply

• Fantastic colleagues with a winning mentality
• Attractive work environment
• A real opportunity to grow within the company
• A large variety of discounts with our partners
• Opportunity to be a part of an international and multinational company

We promote inter-company mobility to work at any of our sites worldwide. We have more than 140 locations in over 35 countries

Hours and Benefits

• Monday to Friday 9.00-18.00
• Spanish contract with long-term opportunity
• Relocation package if you live abroad

Salary structure

• Base salary: 35.000€ gross/year
• Performance bonus: 10.000€ gross/year

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