Sales Supervisor (Italian Speaker)
Location:
Barcelona, Spain
Language(s):
Italian Native / Fluent English
Job Description
You will be the main point of contact for the Sales Agent, and be responsible for keeping track of each agents training needs, KPI´s and over all performance. 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. You will also have the opportunity to be involved in the recruitment process to add to your team.
Ensure contractual SLA is maintained. You will also have the opportunity to be involved in the recruitment process to add to your team.
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Salary Indication
25,000
Company Profile
This is a great opportunity to onboard with a well-established company who are market leaders in their space, operating within numerous industries such as telecommunications, financial services, e-commerce & more. They´re located in over 50 different countries within the UK & EU, one of which being Barcelona and they have just opened a position for an experienced Success Development Specialist to join their team.
Requirements
Italian Native speaker with English fluency.
Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration.
Business knowledge and commercial awareness.
Strong communication skills.
Ability to implement and manage change.
Follow the security rules of the company.
IT knowledge.
High customer care knowledge.
Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration.
Business knowledge and commercial awareness.
Strong communication skills.
Ability to implement and manage change.
Follow the security rules of the company.
IT knowledge.
High customer care knowledge.
Responsibilities
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.
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.
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.
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.
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