French Supervisor - IT Sector in Barcelona, Catalunya, Spain

We are looking for French speaking Project Supervisor to manage a sales team within an IT project. In this position you will be responsible for leading a team of professionals towards the customer's objectives in order to deliver results while reaching the SLA's.

Accountabilities

Management 30%

- Monitor and report team performance (correct call treatment, case treatment)
- Give agents feedback on their individual performance 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.
- Work closely with the HR Department in recruitment processes. Interviewing candidates and scheduling client interviews.
- Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones).
- Hire new agents either to substitute or to 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 IT 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 and tools.

Reporting 15%

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

Offer:

-Full time and Indefinido contract 39hrs/week
-Salary: 22.000 Euros gross/year + up to 8.000 Euros gross/year in bonus
-Schedule: Monday - Friday from 09.00 to 18.00
-Attractive work environment
-Opportunity to be a part of an international and multinational company
-Office location in the center of Barcelona

Knowledge & Key Skills required

- Native in French + fluent in English.
- Working knowledge of IT Platform, equipment, and applications.
- Business knowledge and commercial awareness.
- Minimum one year management experience.
- Minimum two years sales experience (Preferably B2B).
- High customer care knowledge

Personal abilities

- Strong communication skills.
- Ability to implement and manage change.
- Motivation and commitment.

***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***

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