Polish Supervisor
recruit 4 work
Casablanca, Morocco
il y a 6h

The Supervisor supervises a team of remote advisers and guarantees production, quality of service and productivity of its activity in compliance with the procedures defined by the company.

The supervisor builds his team's skills in the field of customer relations.

Tasks

Management and administration of the activity

  • Track production indicators
  • Plan, organize and manage the activity of your team
  • Determine the individual goals of team members
  • Coaching and team leadership

  • Provide local management on a daily basis
  • Punctually assist his team in the management of difficult contacts
  • Prevent and regulate difficult conflicts and behaviours among team members
  • Organize and lead meetings
  • Manage the skills of your team and develop them
  • Animate training sessions
  • Quality of service

  • Monitor and evaluate the performance of your team
  • Evaluate the performance of an organization
  • Analyze and interpret statistical results
  • Produce reports
  • Analysis and action plan

  • Analyze the results by KPI of his entire team
  • Identify the reasons for the discrepancy and propose proactive action plans
  • Measure the effectiveness of the actions taken and correct the points and / or actions as needed
  • Administrative management

  • Report the absences of its teams and any other action representing non-adherence to the schedule in a timely manner and thereby guarantee the veracity of the payroll elements
  • Ensure all the administrative and organizational management of his team : breaks management, request for administrative documents, reporting of complaints (Payroll, planning, etc.),
  • Manage conflicts within the team by relying, if necessary, on his N + 1 and the human resources department
  • Guarantee compliance with HR procedures and processes by its teams
  • Requirements

  • Your enthusiasm is contagious and organizing and planning is in your genes
  • You have experience leading teams in a contact center environment
  • You are proactive, decisive and easily make decisions
  • You have strong analytical skills and are result-oriented
  • You are creative, innovative, driven and stress resistant
  • Knowledge of communication techniques related to remote customer relations
  • Benefits

  • Paid training
  • Unique, atmospheric, people-oriented call centre, with a good dose of fun
  • Market-based basic salary with bonus opportunities
  • Employee benefits such as private insurance
  • Growth opportunities
  • Casablanca, Morocco

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