Supervisor (Contact Center)

What will your responsibilities be?

• Replace the Project Manager on her absence, helping the good organization of the team and tasks
• Provide the Project Coordinator support on call quality functions, including a monthly review of team performance and providing email updates as required
• Analyze performance from quality assurance data and communicate trends to Project Coordinator
• Assist in the preparation of call scripts and recordings assuring adherence to and approval as required by internal regulatory and compliance functions
• Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching
• Help the team with possible doubts about process or topics in a daily basis
• Manage Team and be responsible for the disciplinary and operational management
• Plan and manage the day-to-day operations (schedules, absences, KPIs Adherence…)
• Organize Team Meetings in a 15 days basis
• Approve Idontime
• Deal with other departments among the company when necessary

What skills are we looking for?

• High School diploma (mandatory)
• Experience working in our Contact Center project (mandatory)
• Fluency in German and English languages (mandatory)
• Substantial internal knowledge of products, quality and performance metrics (mandatory)
• Working knowledge of business systems and applications, incident and change management, project and systems management
• Able to handle multiple tasks while working independently and collaborate with tact and diplomacy
• Available to work flexible hours when required
• Strong work ethics and autonomous
• Ability to analyze job related issues and take performance measures
• Organizational, troubleshooting and problem solution skills
• Competitive Salary and Benefits
• Multicultural teams
• Proactive support

• Competitive Salary and Benefits
• Opportunity for rapid growth in the company
• Training according with your path career
• Collaborative work environment
• Multicultural teams
• Proactive support