Dutch speaking Project Supervisor

  • Full-time
  • 1-5 vagas
  • Expira em 28 dias
  • Competitive salary
  • Full-time
  • 1-5 vagas
  • Expira em 28 dias
  • Competitive salary
  • Espanha
  • Contact Centers, Gestão

Betting Connections

With more than 20 professionals Betting Connections Recruitment Solutions is Malta’s largest iGaming recruitment specialist. Our team of highly skilled recruitment and career consultants are dedicated to providing the best and most personalised service in the industry. We pride ourselves on our ability to fully understand the needs of both our clients and candidates alike, which we achieve through developing long term relationships and our extensive knowledge of both the iGaming industry and recruitment!

O que procura nos candidatos

- Native level of Dutch + fluent in English.

- Previous experience as a Manager or a Team Leader in the Customer Service and/or Online Sales industries

- Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration

- Business knowledge and commercial awareness

- Strong communication skills

- Ability to implement and manage change

- Follow the security rules of the company

Que funções irão desempenhar

• Management:

 - Monitor and report team performance

 - 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

- Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)

- Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics

- Recruit and motivate team of agents

- Organize and optimize shifts

- Work with other collages to get overall view of business and report to steakholders

• Incident Management:

- Take incoming customer calls in peak periods to provide response and resolution within SLA.

- Maintain knowledge and expertise associated with applications specific to individual agents to be able to

offer support or step in.

- Ensure contractual SLA is maintained.

• Customer Contact:

- Prepare Service Level Reviews and attend Service Level Review meetings.

- Maintain contact with the customer regarding cases, new procedures, applications, tools

• Reporting:

- Collect metrics, analyze these and report to customer / management / quality team.

- Provide other reports to management, as needed.

Quais os benefícios oferecidos

- Full time and indefinite contract

- Schedule: 39hrs/week, 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

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