Looking for an exciting and challenging opportunity in a young international and dynamic environment? Do you love talking to people and sales? Then this is the job for you! For one of the biggest names in Tech we are looking for an supervisor.
To handle a project being responsible of the customer objectives and leading the team in order to deliver the service asked and reaching the SLA’s
Monitor and report team performance (correct call treatment, case treatment...)
Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
Motivate as a team leader controlling turnover and retaining potential and motivated team members
Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
Keep track of each agent’s training and training needs to improve technical and phone communication’s skills
Participate in the recruitment process close to HR Department giving an update from the needs and interviewing as a second interview the candidates who passed the HR interview
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 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
Collect metrics, analyze these and report to customer / management / quality team.
Provide other reports to management, as needed.
Two Fluently spoken/written foreign languages // English compulsory – other language as required by customer
Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration
We ensure these values are the basis of our interaction with everyone; clients, candidates, suppliers and each other.
We are creative and solutions driven and don’t rely on existing methods. We are flexible, open to change and constantly question the status quo
We develop relationships with a view to forming successful and sustainable long term partnerships of mutual benefit.
We continually build upon our in-depth understanding of the disciplines and sectors in which we operate.
Recruit4.work will do more than just finding that absolute professional for you. We judge the person also at their personal and contactual abilities.
Will he/she fit within your organisation structure? Is he/she a real team player, will he/she show enough leadership to lead a larger unit, is it a real personality, and will he/she estimate that very special procedures characterizing your organisation?
A company specialized in recruitment and selection will take those aspects seriously in the profile.