German-Speaking Supervisor-Relocation to Valencia

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.

3. Incident Management (25%)

• 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.

4. Customer Contact (10%): prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.

5. 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 of a valid Spanish residence permit