We are currently looking for a French Supervisor for one of our clients, a leading company in technologies.
-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
-Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics
-Organize and optimize shifts
-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).
-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.
-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.
-Full-time and long-term contract
-Schedule: 39 hrs/week, Monday to Friday 09:00-18:00
-Salary: 25.000 € gross/year + up to 4.000 Euros gross/year in bonus + Food card (1.540 Euros/year)
-Real possibility to grow within the company
-International working environment
-French native-level speaker with fluent English
-Working knowledge of IT Platform, equipment, and applications :Windows/MS Office/ internet configuration
-Business knowledge and commercial awareness
-Relevant experience in supervising a sales team
-High customer care knowledge
-Strong communication skills
-Ability to implement and manage change
_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
- Desarrollo profesional
- Eventos organizados para el personal
- Horarios flexibles
- Vacaciones pagadas
- Restaurant de empresa
- Salas de juego