Teamleader/supervisor Swedish

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Danish, Finnish, Norwegian or Swedish-speaking Supervisor to join their team.

Position: Team Leader/Supervisor

Location: Málaga, Spain

Employment type: Full-time

Remuneration: Base salary + bonuses.


DUTIES AND RESPONSIBILITIES:

Take responsibility over the Team Management 40%, Organization 30% and Reporting 30%
Monitor and report team performance
Give regular feedback on the agents' individual performance
Motivate the team and control the turnover
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
Participate in the recruitment process together with HR department
Manage all disciplinary issues effectively in communication with HR department
Identify current and future hiring needs and communicate timely to Management
Make sure that working processes & procedures are up to date
Offer support in critical problems (case escalations, emergencies, customer complaints)

Take care of logistic problems
Maintain knowledge and expertise associated with relevant applications
Prepare Service Level reviews and attend Service Level Review meetings
Collect metrics, analyze these and report to customer/management/quality team
Provide other reports to management, as required.


REQUIREMENTS:

Native in Danish, Finnish, Norwegian or Swedish both oral and written, C1 level of English
Previous experience managing a Tech Customer Support Team at a call center/contact center is needed
Working knowledge of Windows, MS Office, internet configuration
Business knowledge and commercial awareness

Customer service-oriented with ability to emphasize and resolve issues addressed
Excellent communication skills
Leadership skills with ability to implement & manage change process
Follow the security rules of the company

Energetic and motivated self-starter, capable of achieving the targets set
Resourceful and stress resilient personality that can adapt and remain calm in all situations.


BENEFITS:

Excellent remuneration package based on experience, skills and performance
Be part of a dynamic and creative team with positive and friendly atmosphere
Guidance and tools to reach your full potential
Medical insurance
Meal allowance
Relocation support.