Social network you want to login/join with: Our company delivers exceptional recruitment services on a global scale, presenting an innovative approach that connects candidates and clients seamlessly. David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Dutch speaking Supervisor for their Barcelona office. Location: Barcelona, Spain Employment type: Full-time Remuneration: Base salary + bonuses. DUTIES AND RESPONSIBILITIES: Monitor and report team performance Give agents regular feedback on their individual performance Motivate the team and control theturnover Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes Keep track of each agent's training and training needs Participate in the recruitment process together with HR department Manage all disciplinary issues effectively in communication with HR department Identify current and future hiring needs and communicate timely to Management Shift scheduling and communication to the team Make sure that workingprocesses & procedures are up to date Offer support in critical problems (case escalations, emergencies, customer complaints) Take care of logistic problems Take incoming customer calls, log call details onto call management systems, and provide response and resolution within SLA Maintain knowledge and expertise associated with applications specific to customers Prepare Service Level reviews and attend Service Level Review meetingsMaintain contact with the customers regarding cases, new procedures, applications, tools Collect metrics, analyse these and report to customer / management / quality team Provide other reports to management, as required. REQUIREMENTS: Native/fluent inDutch, both oral and written.Fluent in English (at least B2 level) Working knowledge of IT Platform, equipment, and applications: Windows, Microsoft Office package, internet configuration Business knowledge and commercial awareness Customer service oriented with ability to emphasize and resolve issues addressed Solid IT knowledge Strong leadership skills with ability to implement & manage change process Energetic and motivated self-starter, capable of achieving the targets set Resourceful and stress resilient personality that can adapt and remain calm in all situations. BENEFITS: Excellent remuneration package based on experience, skills and performance Be part of a dynamic and creative team with positive and friendly atmosphere Guidance and tools to reach your full potential#J-18808-Ljbffr