German-Speaking Supervisor-Relocation to Valencia

German-Speaking Supervisor - Relocation to Valencia

Job Openings: German-Speaking Supervisor - Relocation to Valencia

About the Job

Are you a native German speaker with experience managing a sales team? Would you like to get experience living and working in sunny Spain?

Cross Border Talents is seeking a dedicated and motivated German-Speaking Supervisor to join our client's team in Valencia, Spain. In this role, you will oversee and guide a dynamic team, ensuring high levels of performance, customer satisfaction, and team motivation. This is a great opportunity for an experienced professional looking to take on a leadership role in a vibrant international environment.

Working hours: Monday to Friday, 09:00 to 18:00 onsite. This is a full-time role, 40 hours/week.

Key Responsibilities:

1. Team Management (30%):
   • Monitor and report on team performance, including call and case handling.
   • Provide regular feedback to agents, focusing on individual performance improvement and motivation.
   • Lead and inspire your team to maintain high morale and low turnover rates.
   • Organize weekly meetings to review team performance, share updates on new procedures, and communicate upcoming changes.
   • Track and address the training needs of your team to enhance technical and communication skills.
   • Collaborate with the HR department in the recruitment process, participating in second-round interviews and advising on staffing needs.
   • Manage disciplinary actions effectively, in coordination with HR.
2. Organizational Responsibilities (20%):
   • Organize and optimize team shifts.
   • Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
   • Address logistical issues, including office supplies and general working conditions.
   • Provide support during critical incidents, escalations, and customer complaints.
   • Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
   • Maintain in-depth knowledge of customer-specific applications.
   • Ensure all contractual SLAs are consistently met.
3. Customer Contact (10%): Prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.
4. Reporting (15%): Collect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.

Requirements:

• Native proficiency in German and fluency in English (written and spoken).
• Strong IT knowledge, including Windows/MS Office and internet configuration.
• Proven sales experience and business acumen.
• Experience managing a sales team.
• Excellent communication skills and the ability to manage and implement change.
• Strong customer care expertise.
• Familiarity with IT platforms and applications.
• EU member state passport or a valid Spanish residence permit.

On Offer:

• Relocation assistance: flight tickets reimbursement plus assistance in finding accommodation.
• Performance bonus.