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CUSTOMER SERVICE DESK SUPERVISOR-SPAIN

Descripción de la oferta de empleo

vMOX is expanding its presence into Spain. We are seeking a bilingual (English/Spanish) Customer Service Supervisor to join our team in Barcelona, Spain!In this role you will be responsible for providing day-to-day support and oversight to the Service Desk staff including monitoring, training, coaching, and supporting agents to provide a world class experience to our growing list of customers.Essential Functions:Develop appropriate Service Management processes, policies, procedures, and work plans.Build and maintain schedules for the Service Desk staff, ensuring staff is available to meet customer demand.Serve as a point of escalation for our call center staff and client services team members, providing triage Provide instructions to new and existing employees on changes to features, capabilities, and policies of systems.Track, analyze and monitor ongoing SLAs and metrics for agents, queues, and customers. Identify and collaborate with internal stakeholders to implement methods of improving efficiency and increase the employee and customer experience.Stay current on device technology changes, new carrier offerings, and cell phone releases.SUPERVISORY RESPONSIBILITIESManage, develop, coach/mentor direct reports to include performance management including establishing standards of performance, developing priorities, and setting goals.Meet one-on-one with assigned staff to discuss best practices, standards, and overall development.Assist Operations Director with hiring.Staff the automated Service Desk function, ensuring that user requests are effectively resolved either directly or by assignment to the appropriate technical staff, maintains the Service Desk software, and notifies the Service Desk Manager of service issues.Train a team on navigating the vMOX portal, walking users through the process of ordering devices, understanding their wireless bill, and training them on system functionality and features.Training all new team members on our tools, applications, and processes.Qualifications: Work ExperienceBilingual English and Spanish3+ years experience in training call center personnel3+ years experience creating schedules for a call center teamExperience in designing and implementing call center quality assurance and training programs. Impeccable customer service skills.Exceptional documentation skills and the ability to comprehend and train on complex concepts easily.A keen eye for identifying issues in service delivery and the ability to provide solutions to management to address.University degreeLocation: 100% Remote within SpainJoin us! Apply today!
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Detalles de la oferta

Empresa
  • vMOX
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 05/11/2024
Fecha de expiración
  • 03/02/2025
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