Spanish Team Manager for a Global Hotel Chain

1 semana atrás

Lisboa, Lisboa, Portugal Foundever Tempo inteiro

Come and work with us.
We are looking for a talented and accomplished

Spanish Team Manager to build, lead and support a high performing team of engaged and capable agents to deliver excellent customer service through meeting and exceeding agreed performance standards.

As a Team Manager in this project, your daily responsibilities will include:

  • Perform monthly planning in advance
  • with weekly updates
  • to ensure successful completion of coaching and performance management requirements and other primary activities;
  • Plan to deliver all required PeakOS deliverables to ensure alignment to global standards.
  • Coach and develop agents by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development;
  • Continually review and monitor work performance of all agents against agreed KPIs;
  • Run regular performance reviews (SKEP) ensuring objectives are continuously reviewed and linked to business KPIs, and appropriate performance improvement plans (PIP) are implemented;
  • Have regular 1:1 meetings with each agent and ad hoc documented meetings to discuss specific events, issues and concerns;
  • Run frequent team meetings in order to discuss and improve the quality of the operation and KPIs;
  • Conduct Variation Based Management (VBM) analysis to identify focus agents and KPIs in preparation for performance reviews;
  • Proactively manage team absenteeism and attrition;
  • Perform S.T.A.R. discussions to ensure agents at risk are retained;
  • Ensure return to work interviews are completed.
  • Perform the real time management of agents;
  • Keep the Operations Manager informed about the daytoday operations of the project (main indicators and trends) and, where necessary, place urgent focus on issues that are at variance with norms and on problem situations, or identify areas of improvement in order to reduce cost, increase quality and/or reduce risk;
  • Perform the continuous performance management (CPM) discussion with the agent to review annual performance.
  • Ensure key messages are communicated and cascaded to all team members, encouraging feedback and sharing of ideas and best practice;
  • Encourage participation in the company programs;
  • Connect with each agent on a daily basis, virtually or in person, to checkin, build connections and provide support;
  • Ensure associates are recognized and rewarded for outstanding achievements/ performance in line with company mission and values.
  • Promote awareness of engagement surveys and ensure actions from surveys are implemented and continuously reviewed;
  • Embed the culture and values of the organization in the interactions with the team.
  • Continuously monitor agent calls, either via side by side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved;
  • Ensure accurate and timely communication of any client issues to Operations Manager;
  • Perform all company and client procedures and following all processes accurately.
  • Ensure appropriate actions are taken to improve client satisfaction survey scores.
  • Time keeping
  • Shift requests
  • Shortterm leave request and annual leave planning
  • Service requests
  • SuccessFactors
  • New hire onboarding
  • Company trainings and ongoing personal development
  • Any other secondary tasks that need to be performed

To succeed in the role, you will need to have:

  • Native or proficient
    Spanish spoken and in written (mandatory)
  • Advanced level of
    English (at least C1) both verbal and written
  • Excellent knowledge of all MS office tools (Word, Excel, PowerPoint, Outlook)
  • Exceptional selfdiscipline and ability to follow established processes
  • Sales expertise
  • Reliability and accountability
  • Unwavering integrity and ethical standards
  • High emotional intelligence and social savvy
  • Excellent interpersonal and communication skills, including active listening
  • Customerfocused approach to problemsolving
  • Effective time management and ability to prioritize workload
  • Innovative problemsolving skills and ability to think outside the box
  • Resultsdriven and deadlineoriented mindset
  • Resilience and ability to handle stress and pressure
  • Clear and concise communication style, with the ability to convey instructions effectively to the team
  • Continuous learning and professional development mindset.
  • Affinity to tools related to virtual communication (chat, webcam, virtual communication platforms)
  • Ability to interact positively with staff at all levels
-
Must hold EU citizenship or valid work permit for Portugal:

Education and experience

  • Minimum 1 year working in BPO production or comparable customer service
  • Should be at least one certified/finalized professional education

Benefits.

  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development pr

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