Barcelona - Barcelona

Descripción de la oferta de empleo

Description and Responsibilities Case Evaluation & Coaching: Reviewing an email, chat or phone interaction between an agent and a customer in Cases and Call Copy. This is done to be able to ensure proper Google troubleshooting and that guidelines are being followed. The number of evaluation varies depending on team size. 3 per agent per week is the general rule that will be applied. After the case has been evaluated the TL will provide provide feedback to the agent on how he performed and steps to improve his interaction DSAT Analysis: Team Leaders need to review on a daily basis DSAT surveys coming in through ABI. The DSAT's will be related to a specific channel (phone, email and chat)and needs to be analyzed and reported in the following trix. The Team Leader needs to make sure he understands the DSAT driver on the call to be able to provide proper feedback to agent and QA manager Agent 1-2-1: The Team Leader will on a monthly basis support his team by doing so called 1 to 1 sessions. The aim of these sessions is to provide feedback on agents performance previously analyzed through case evaluation and also for the agent to address any issues he/she is facing. The session will review productivity, quality on customer support offered, agent's needs _ Meetings: Every Team Leader will set up a Monthly Meeting with his/her own team in order to discuss: Results of the month (KPIs), points of improvement, future focus, feedbacks and any specific issue that is affecting the team and our customers Team Leader will assist to Weekly Meetings with Managers where they need to report weekly KPis and with RTM to address any issues with schedules, holidays etc Manager requests: Sometimes the client might request a special task to be performed by the Team Leads, such as gathering information, result analysis, etc. These tasks should be undertaken when addressed by a SBT manager only Email: 5% of a Team Leaders time should be distributed to read, answer or forward any incoming mail from the client or the company in a professional and diligent manner Tier 1 Cases: Every Team Leader will support the Team and the Project 's aim by assisting customers and using any available channel (phone, email and chat) Other: Time allotted to any remaining tasks that are not performed on a regular basis, such as interviews, providing feedback to our agents when addressed from other sites and viceversa and any extra tasks requested from management or RTM team. Any other unexpected occasional tasks also fall into this category Conditions Full time position 39 hours/week, Mon-Fri 15h-00h (every 4 weekends, Sat-Sun 9h-18h) Permanent contract Requirements Great Soft Skills Proactivity Well Organized Experience at working in a fast paced environment Create an environment orientated to trust Excellent communication skills (active listening) Being able to motivate & inspire team members Lead by setting a good example (role model) Advanced user knowledge in Windows and Google Environment Native French and Spanish, fluent English ***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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Detalles de la oferta

  • Sin especificar
Fecha de publicación
  • 25/10/2019
Fecha de expiración
  • 03/05/2020
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