German Language Supervisor
vor 4 Wochen
Job Title: German Language Supervisor - Team Lead Position in Valencia
Job Summary: We are seeking a highly motivated and experienced German Language Supervisor to lead our sales team in Valencia, Spain. As a key member of our team, you will be responsible for overseeing and guiding a dynamic team, ensuring high levels of performance, customer satisfaction, and team motivation.
Key Responsibilities:
- Team Management: Monitor and report on team performance, including call and case handling. Provide regular feedback to agents, focusing on individual performance improvement and motivation.
- Organizational Responsibilities: Organize and optimize team shifts. Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
- Incident Management: Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
- Customer Contact: Prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.
- Reporting: Collect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.
Requirements:
- Native Proficiency: Native proficiency in German and fluency in English (written and spoken).
- IT Knowledge: Strong IT knowledge, including Windows/MS Office and internet configuration.
- Business Acumen: Proven sales experience and business acumen.
- Leadership Experience: Experience managing a sales team.
- Communication Skills: Excellent communication skills and the ability to manage and implement change.
- Customer Care: Strong customer care expertise.
- EU Passport: EU member state passport or a valid Spanish residence permit.
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